CUSTOMER SUPPORT
CEO agent triages unanswerable tickets into a ranked docs plan
On demand or weekly, a Hive agent reviews open Zendesk tickets, investigates each unanswerable one against the knowledge base, decides root cause.
How it runs
The automated pipeline, trigger to output.
- TriggerManual or weekly kickoff
- ActionAgent pulls open Zendesk tickets and KB indexZendesk
- LogicAgent reasons root cause per unresolved ticket
- LogicAgent ranks recommended doc work by impact/effort
- ActionFile Linear issues for accepted recommendationsLinear
- OutputPost the action plan to Slack for sign-offSlack
What it does
This is an agent-driven workflow for messy, judgment-heavy gap triage. A Hive agent reads the open Zendesk queue, and for each ticket it can't immediately map to an answer, it reasons through the root cause: missing doc, outdated doc, hard-to-find doc, or genuine bug. It assembles a prioritized action plan, files Linear issues for the doc work it recommends, and posts a summary to the docs owner in Slack for sign-off.
When to use it
Use it when simple classification isn't enough — when gaps need interpretation, deduping against half-existing content, and a recommendation a human can act on. Best run weekly or on demand by a support lead who wants a thinking partner, not a sorter.
How it works
- 1A manual or weekly trigger starts the agent.
- 2The agent pulls open Zendesk tickets and the knowledge base index.
- 3It investigates each unresolved ticket, deciding root cause and whether a doc fix applies.
- 4It ranks the recommended doc work by impact and effort.
- 5It files Linear issues for each accepted recommendation.
- 6It posts the action plan to Slack for the docs owner to review.
Set it up
What you configure once, before turning it on.
- 1Connect ZendeskTickets, queues, knowledge base.
- 2Connect LinearIssues, projects, cycles, triage.
- 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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