CUSTOMER SUPPORT
Turn Approved Slack Macro Drafts into Live Zendesk Macros
When a reviewer approves a macro candidate in Slack, this creates the macro in Zendesk and logs the decision, closing the loop from suggestion to live canned response.
How it runs
The automated pipeline, trigger to output.
- TriggerApproval reaction added in SlackSlack
- LogicVerify approver and parse draft macro
- ActionCreate the macro in ZendeskZendesk
- ActionLog approval decision to PostgresPostgres
- OutputConfirm live macro in Slack threadSlack
What it does
It listens for an approval reaction or button on a macro-candidate message in Slack, then writes that draft into Zendesk as a real, usable macro. It also records who approved it and when, so your macro library has an audit trail.
When to use it
Pair this with any miner that surfaces candidates. Use it when you want approvals to actually ship without an admin manually re-typing the text into Zendesk's macro editor.
How it works
- 1A Slack event trigger fires when a reviewer adds the approval reaction to a candidate message.
- 2A logic step confirms the reactor is on the allow-list of approvers and extracts the draft title and body from the message.
- 3The workflow creates the macro in Zendesk with the approved title, body, and default actions.
- 4It writes an audit row to Postgres capturing the macro id, approver, source ticket, and timestamp.
- 5It replies in the Slack thread confirming the macro is live with a link to edit it.
Set it up
What you configure once, before turning it on.
- 1Connect SlackChannels, DMs, threads, mentions.
- 2Connect ZendeskTickets, queues, knowledge base.
- 3Connect PostgresAny Postgres URL — query, write, migrate.
- 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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