CUSTOMER SUPPORT
Flag Stale Articles Contradicted by New Tickets
Cross-references new tickets against existing Confluence help articles to find docs that are outdated or contradicted by current support reality.
How it runs
The automated pipeline, trigger to output.
- TriggerMonthly schedule
- ActionFetch solved tickets with resolutionsZendesk
- ActionFetch matching Confluence articlesConfluence
- ActionCompare for contradictions (OpenAI)OpenAI
- LogicKeep high-confidence staleness flags
- OutputOpen Linear update issue per articleLinear
What it does
A gap isn't always a missing article — sometimes the article exists but is wrong. This workflow compares recent ticket resolutions against the help articles that should have answered them, and flags articles whose guidance no longer matches how agents are actually solving the problem. Each stale doc becomes a tracked update task.
When to use it
Run it monthly to keep your knowledge base honest after product changes, pricing updates, or workflow shifts that quietly invalidate published guidance.
How it works
- 1A monthly schedule starts the run.
- 2Pull recently solved Zendesk tickets and their resolution notes.
- 3Pull the existing help articles from Confluence that match each ticket's topic.
- 4An OpenAI step compares each pairing and flags articles whose content contradicts or omits the current resolution.
- 5A logic step keeps only high-confidence staleness flags.
- 6Open a Linear issue per flagged article with the specific discrepancy and suggested fix.
Set it up
What you configure once, before turning it on.
- 1Connect ZendeskTickets, queues, knowledge base.
- 2Connect ConfluenceSpaces, pages, blueprints.
- 3Connect OpenAIModels, embeddings, files.
- 4Connect LinearIssues, projects, cycles, triage.
- 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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Run it inside a business
This workflow drops into a full company template. Import the org, and this is one of the playbooks its agents run.
Run this workflow in your colony.
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