CUSTOMER SUPPORT
Turn a Resolved Ticket Into a Draft Article on Request
When an agent tags a solved ticket as article-worthy, this workflow drafts a polished help article from the conversation and publishes it as a Confluence draft.
How it runs
The automated pipeline, trigger to output.
- TriggerTicket tagged 'article-worthy' (webhook)Zendesk
- ActionFetch ticket conversationZendesk
- ActionRewrite thread into article (OpenAI)OpenAI
- ActionCreate Confluence draft with backlinkConfluence
- OutputConfirm draft on the ticketZendesk
What it does
Agents are the first to spot a question worth documenting. This workflow lets any agent flag a resolved Zendesk ticket with a tag, and it instantly converts that conversation into a clean, structured help-article draft in Confluence — no copy-paste, no blank page. The original ticket is linked so editors can verify the source.
When to use it
Use it to capture institutional knowledge at the moment of resolution. Perfect for teams that want documentation to grow organically from real support work without a heavyweight process.
How it works
- 1An agent adds an 'article-worthy' tag, firing a Zendesk webhook trigger.
- 2Fetch the full ticket conversation and resolution from Zendesk.
- 3An OpenAI step rewrites the thread into a generalized, customer-facing article with a title, steps, and FAQ.
- 4Create the article as a review-tagged draft in Confluence with a backlink to the source ticket.
- 5Reply on the ticket in Zendesk confirming the draft was created and where to find it.
Set it up
What you configure once, before turning it on.
- 1Connect ZendeskTickets, queues, knowledge base.
- 2Connect OpenAIModels, embeddings, files.
- 3Connect ConfluenceSpaces, pages, blueprints.
- 4Set each agent's modelWe leave models unset so you pick the tier — fast + cheap, or top-quality.
- 5Tune it to your dataEdit the prompts, filters, and field mappings so it matches how your team works.
- 6Test, then turn it onRun once against a sample, confirm the output, then enable the trigger.
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Run this workflow in your colony.
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