CUSTOMER SUPPORT
Mine escalated Zendesk tickets for missing-docs patterns
Every night, scans the day's escalated Zendesk tickets, clusters the ones agents couldn't answer from existing docs, and files one Linear issue per recurring knowledge gap.
How it runs
The automated pipeline, trigger to output.
- TriggerNightly schedule (runs once per day)
- ActionFetch escalated/reopened Zendesk tickets from last 24hZendesk
- ActionClassify each ticket as docs-gap, bug, or answered (OpenAI)OpenAI
- LogicDrop non-docs-gap tickets; cluster the rest by topic
- LogicKeep clusters above the recurrence threshold
- OutputCreate one Linear issue per gap cluster with ticket evidenceLinear
What it does
This workflow finds the questions your team keeps getting stuck on. It pulls every Zendesk ticket that was escalated or reopened in the last 24 hours, uses an LLM to judge whether the escalation was caused by a documentation gap (versus a bug or a one-off), groups similar gaps together, and opens a Linear issue for each distinct theme with the ticket links attached as evidence.
When to use it
Use it when escalations are climbing but you can't see the pattern behind them. Instead of a docs backlog built on guesswork, you get one fed by real tickets agents couldn't resolve. Best for support teams on Zendesk that already track docs work in Linear.
How it works
- 1A nightly schedule fires the run.
- 2Zendesk returns tickets escalated or reopened in the trailing 24 hours, with their full comment threads.
- 3An OpenAI step classifies each ticket: docs-gap, product-bug, or already-answered, and extracts the underlying question.
- 4A logic step drops non-docs-gap tickets and clusters the rest by topic similarity.
- 5For each cluster above the frequency threshold, a Linear issue is created in the Docs Backlog project, tagged and linked to its source tickets.
Set it up
What you configure once, before turning it on.
- 1Connect ZendeskTickets, queues, knowledge base.
- 2Connect OpenAIModels, embeddings, files.
- 3Connect LinearIssues, projects, cycles, triage.
- 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 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.
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