CUSTOMER SUPPORT
Zendesk Macro Drift Scanner Against Deprecated Confluence Docs
Scans every active Zendesk macro for links and references to Confluence articles, flags any that point to archived or deprecated pages.
How it runs
The automated pipeline, trigger to output.
- TriggerWeekly schedule fires
- ActionList active macros and extract doc referencesZendesk
- ActionCheck referenced page status in ConfluenceConfluence
- LogicKeep only macros citing archived or missing pages
- ActionDraft fix note per drifting macroOpenAI
- OutputFile consolidated triage ticketZendesk
What it does
It audits your Zendesk macro library and finds canned responses that still cite Confluence documentation that has been archived, deprecated, or deleted. Instead of waiting for an agent to send a customer a stale link, you get a single triage report of every macro that needs updating.
When to use it
Run it weekly, or right after a documentation cleanup or product rename. Support teams accumulate hundreds of macros over years; nobody remembers which ones reference the old billing guide or the retired API page. This surfaces the drift before it reaches a customer.
How it works
- 1A weekly schedule kicks off the scan.
- 2Pull the full list of active Zendesk macros and extract every Confluence URL or page reference from their body text.
- 3For each referenced page, query Confluence for its current status (live, archived, deprecated label, or 404).
- 4Branch: keep only macros pointing at archived, deprecated, or missing pages.
- 5Use OpenAI to draft a plain-English fix note per macro — which link broke and the likely current replacement page.
- 6Open one consolidated Zendesk triage ticket listing the offending macros, references, and suggested fixes.
Set it up
What you configure once, before turning it on.
- 1Connect ZendeskTickets, queues, knowledge base.
- 2Connect ConfluenceSpaces, pages, blueprints.
- 3Connect OpenAIModels, embeddings, files.
- 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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