CUSTOMER SUPPORT
Flag unanswerable support tickets to a Coda gap register
When a new Zendesk ticket arrives, checks whether your knowledge base can answer it and, if not, logs the unanswered question to a Coda gap register with severity and a suggested…
How it runs
The automated pipeline, trigger to output.
- TriggerNew Zendesk ticket created (webhook)Zendesk
- ActionJudge answerable vs. gap against KB topics (OpenAI)OpenAI
- LogicStop if the KB already answers it
- ActionPropose doc title and severity for the gap (OpenAI)OpenAI
- OutputAppend the gap to the Coda gap-register tableCoda
What it does
This workflow catches knowledge gaps the moment they appear. As each new Zendesk ticket is created, an LLM compares the customer's question against your existing knowledge base content. If nothing in the KB answers it, the question is appended to a Coda gap-register table along with a severity score and a proposed article title, so the gap is captured before the ticket even gets a reply.
When to use it
Use it when you want a continuously updated, single source of truth for what your docs are missing — without waiting for a nightly batch. Ideal for teams who manage their content roadmap in Coda and want product-marketing or docs owners to see gaps as they happen.
How it works
- 1A new Zendesk ticket fires the webhook trigger.
- 2The ticket subject and body are extracted.
- 3An OpenAI step is given the question plus a digest of current KB topics and decides: answerable or gap.
- 4A logic branch stops here if the KB already covers it.
- 5For genuine gaps, OpenAI proposes a doc title and severity.
- 6A new row is written to the Coda gap-register table with the question, severity, and source ticket link.
Set it up
What you configure once, before turning it on.
- 1Connect ZendeskTickets, queues, knowledge base.
- 2Connect OpenAIModels, embeddings, files.
- 3Connect CodaDocs, packs, automations.
- 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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