CUSTOMER SUPPORT
Cluster Unresolved Tickets Into KB Gap Themes
Pulls solved tickets that closed without an article link, clusters them by topic with an LLM.
How it runs
The automated pipeline, trigger to output.
- TriggerWeekly schedule
- ActionFetch recently closed Zendesk ticketsZendesk
- LogicKeep tickets with no linked article
- ActionCluster tickets into themes (OpenAI)OpenAI
- LogicDrop low-volume clusters
- OutputPost ranked gap themes to SlackSlack
What it does
Every week this workflow scans recently-closed Zendesk tickets, isolates the ones an agent resolved by hand (no help-center article was attached), and uses an LLM to group them into recurring themes. It surfaces the gaps where customers keep asking the same question but no documentation exists, ranked by how many tickets fall into each cluster.
When to use it
Run it when your help center feels stale and you want data — not gut feel — to decide what to document. Ideal for support leads who triage a backlog of repeat questions and need a prioritized writing queue.
How it works
- 1A weekly schedule fires the run.
- 2Fetch Zendesk tickets closed in the last 7 days and filter to those with no linked help-center article.
- 3An OpenAI step embeds and clusters the ticket subjects/bodies into named themes with a representative question each.
- 4A logic step drops clusters below a minimum ticket count to cut noise.
- 5Post the ranked gap themes, with ticket counts and example questions, to the support Slack channel.
Set it up
What you configure once, before turning it on.
- 1Connect ZendeskTickets, queues, knowledge base.
- 2Connect OpenAIModels, embeddings, files.
- 3Connect SlackChannels, DMs, threads, mentions.
- 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.
More Customer Support workflows
Send a tailored Loom onboarding sequence on Front first-reply
When a new customer's first email lands in Front, this picks the Loom onboarding walkthroughs matching their plan and use case, builds a friendly sequenced reply.
Suggest the right Loom video by classifying Intercom message intent
Reads each new inbound Intercom conversation, classifies what the customer is trying to do, and surfaces the best-matching Loom walkthrough to the agent as an internal note.
Draft personalized fix-live replies for support to review
When a Sentry issue resolves, an agent reads each linked ticket's full thread and drafts a tailored 'your fix is live' reply per requester.
Close the loop with requesters when a Linear bug moves to Done
When a Linear issue created from a support escalation moves to Done after deploy, look up the originating Zendesk tickets and notify each requester that their reported bug is…
Reopen and notify Front conversations when their bug fix deploys
When a deploy resolves a Sentry issue, find the snoozed or closed Front conversations linked to it, reopen them, and send the customer a reply that the fix is now live.
Tell Intercom users their reported bug shipped after a Vercel deploy
On a successful Vercel production deployment, match the release's resolved Sentry issues to Intercom conversations and message each affected user that their reported issue is…
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.
14-day trial. No DevOps. No Sales call. Provisioned in under a minute.