CUSTOMER SUPPORT
Turn Zendesk Tickets With No Matching Macro into Confluence Drafts
When a Zendesk ticket is solved without any macro applied, this workflow checks whether the same question keeps recurring and, if so, drafts a Confluence knowledge-base page…
How it runs
The automated pipeline, trigger to output.
- TriggerZendesk ticket solvedZendesk
- LogicCheck whether a macro was applied
- ActionSearch recent tickets for the same recurring questionZendesk
- LogicBranch: stop if one-off, continue if recurring
- ActionDraft a knowledge-base page from the threadOpenAI
- OutputCreate draft Confluence page and assign docs ownerConfluence
What it does
This workflow watches for solved Zendesk tickets that closed without an agent applying a macro, which is a reliable signal that no canned answer existed. It checks recent history to confirm the underlying question has shown up repeatedly, then drafts a Confluence page answering it and assigns review to your documentation owner. A counter in the page tracks how many tickets the gap has caused.
When to use it
Reach for this when macros are your team's source of truth and a ticket closing without one means a hole in coverage. It keeps your Confluence space growing in step with the questions customers actually ask, instead of relying on someone to remember to write docs.
How it works
- 1A Zendesk ticket-solved event triggers the run.
- 2Check whether any macro was applied to the ticket.
- 3If none, search recent solved tickets for the same question to confirm it recurs.
- 4Branch: stop if it is a one-off, continue if it recurs.
- 5Use OpenAI to draft a Confluence page from the ticket thread and the public reply.
- 6Create the page as a draft in Confluence and assign the docs owner to review.
Set it up
What you configure once, before turning it on.
- 1Connect ZendeskTickets, queues, knowledge base.
- 2Connect ConfluenceSpaces, pages, blueprints.
- 3Connect OpenAIModels, embeddings, files.
- 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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