CUSTOMER SUPPORT
Audit live tickets against ReadMe docs and log coverage gaps
On a schedule, fetches recent Zendesk tickets, checks each against your published ReadMe documentation.
How it runs
The automated pipeline, trigger to output.
- TriggerScheduled audit run
- ActionFetch recent Zendesk ticketsZendesk
- ActionRetrieve ReadMe pages and categoriesReadMe
- ActionMatch questions to pages or mark uncovered (OpenAI)OpenAI
- LogicAggregate uncovered topics and count tickets each
- OutputWrite ranked coverage gaps to CodaCoda
What it does
This workflow audits your published documentation against what customers actually ask. It pulls recent Zendesk tickets, retrieves the current ReadMe doc structure, and uses an LLM to map each ticket's question to an existing doc page or mark it uncovered. Uncovered topics are written to a Coda coverage tracker with how many tickets touched each one, giving you a demand-versus-coverage map.
When to use it
Use it when you maintain developer or API docs in ReadMe and want evidence-driven priorities — which undocumented topics are generating the most support load. Ideal before a docs sprint, to point writers at the highest-traffic blind spots.
How it works
- 1A scheduled run kicks off the audit.
- 2Zendesk returns the recent ticket window.
- 3The current ReadMe page and category list is fetched.
- 4An OpenAI step matches each ticket question to a ReadMe page or flags it as uncovered.
- 5A logic step aggregates uncovered topics and counts tickets per topic.
- 6The ranked coverage gaps are written to the Coda tracker.
Set it up
What you configure once, before turning it on.
- 1Connect ZendeskTickets, queues, knowledge base.
- 2Connect ReadMeAPI docs, changelog, auth.
- 3Connect OpenAIModels, embeddings, files.
- 4Connect CodaDocs, packs, automations.
- 5Set each agent's modelWe leave models unset so you pick the tier — fast + cheap, or top-quality.
- 6Tune it to your dataEdit the prompts, filters, and field mappings so it matches how your team works.
- 7Test, then turn it onRun once against a sample, confirm the output, then enable the trigger.
More Customer Support workflows
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.
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.
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.
Article Volume-Rebound Early Warning (Datadog)
Streams support ticket-tag events into Datadog, watches for topics whose volume is reaccelerating against a decaying article.
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.