CUSTOMER SUPPORT
Detect from-scratch Zendesk replies and draft the missing KB article
When an agent solves a Zendesk ticket without linking any help-center article, this drafts the missing doc from the actual reply and posts it to Slack for review.
How it runs
The automated pipeline, trigger to output.
- TriggerZendesk ticket marked solvedZendesk
- ActionFetch ticket comments and linked articlesZendesk
- LogicStop if a Help Center article was linked
- ActionDraft help-center article from the replyOpenAI
- OutputPost draft to Slack review channelSlack
What it does
Watches solved Zendesk tickets for replies that were written entirely by hand — no Help Center article linked. Those are the moments your team is re-explaining something that should already be documented. It captures the question and the agent's answer, drafts a clean help-center article, and routes it to a Slack channel for an editor to approve.
When to use it
Use it when your agents keep typing the same answers and your knowledge base never catches up. Best for teams on Zendesk Guide who want documentation to grow from real, proven answers instead of guesswork.
How it works
- 1A Zendesk ticket is marked solved, firing the trigger.
- 2The flow pulls the ticket's public comments and checks for any linked Help Center article.
- 3If an article was linked, it stops — the gap is already covered.
- 4If the reply was from scratch, OpenAI rewrites the question-and-answer pair into a structured help-center draft with title, summary, and steps.
- 5The draft, plus a link to the source ticket, is posted to a Slack review channel so an editor can publish it.
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.
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Run this workflow in your colony.
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