CUSTOMER SUPPORT
Low-CSAT Gap Miner: Turn Bad Survey Tickets into KB Drafts
When a Zendesk satisfaction survey comes back negative and the ticket had no KB article attached, it analyzes the root cause, drafts a clarifying article.
How it runs
The automated pipeline, trigger to output.
- TriggerZendesk satisfaction rating submittedZendesk
- LogicKeep negative ratings on tickets with no KB article
- ActionAnalyze root cause and missing explanationOpenAI
- ActionDraft a clarifying article for the gapOpenAI
- ActionCreate unpublished draft page in ConfluenceConfluence
- OutputPost draft to SME channel in Microsoft TeamsMicrosoft Teams
What it does
It focuses gap mining on the tickets that hurt most: ones that ended in a bad CSAT rating and had no supporting documentation. It diagnoses why the answer was hard to give and drafts an article aimed at preventing the next unhappy customer on that topic.
When to use it
Use it when you want KB investment driven by customer pain, not just volume. A strong fit for teams who track CSAT in Zendesk and collaborate on documentation in Microsoft Teams.
How it works
- 1A Zendesk event triggers when a satisfaction rating is submitted.
- 2A filter keeps only negative ratings on tickets with no linked KB article.
- 3An OpenAI step analyzes the conversation for the root cause and the missing explanation.
- 4It drafts a clarifying article that directly addresses that gap.
- 5It creates the draft as an unpublished page in Confluence.
- 6It posts the draft and root-cause summary to the SME channel in Microsoft Teams for approval.
Set it up
What you configure once, before turning it on.
- 1Connect ZendeskTickets, queues, knowledge base.
- 2Connect OpenAIModels, embeddings, files.
- 3Connect ConfluenceSpaces, pages, blueprints.
- 4Connect Microsoft TeamsChannels, chats, files.
- 5Set each agent's modelWe leave models unset so you pick the tier — fast + cheap, or top-quality.
- 6Tune it to your dataEdit the prompts, filters, and field mappings so it matches how your team works.
- 7Test, then turn it onRun once against a sample, confirm the output, then enable the trigger.
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