CUSTOMER SUPPORT
Mine Resolved Zendesk Tickets for New Macro Candidates
Weekly, pulls last week's resolved Zendesk tickets, clusters the agent replies by intent, and posts the top recurring response patterns to Slack as candidate macros for review.
How it runs
The automated pipeline, trigger to output.
- TriggerWeekly schedule fires
- ActionFetch resolved tickets + agent repliesZendesk
- ActionCluster replies into draft macrosOpenAI
- LogicKeep clusters seen 5+ times and not already a macro
- OutputPost macro candidates to Slack for reviewSlack
What it does
Every week it scans tickets your team resolved, finds the agent replies that keep getting rewritten from scratch, and groups them into clusters. Each cluster that appears often enough becomes a proposed canned response, posted to Slack so a lead can approve it.
When to use it
Run this when agents are hand-typing the same answers repeatedly and your macro library has gone stale. It turns real resolved conversations into evidence-backed macro suggestions instead of guesswork.
How it works
- 1A weekly schedule fires the run.
- 2It fetches all tickets marked solved in the last 7 days from Zendesk, including the public agent comments.
- 3An OpenAI step embeds and clusters the agent replies by semantic intent, summarizing each cluster into one clean draft response.
- 4A filter keeps only clusters seen at least 5 times that don't already match an existing macro.
- 5Surviving candidates are posted to a Slack channel with frequency counts and a sample ticket link, ready for a thumbs-up.
Set it up
What you configure once, before turning it on.
- 1Connect ZendeskTickets, queues, knowledge base.
- 2Connect OpenAIModels, embeddings, files.
- 3Connect SlackChannels, DMs, threads, mentions.
- 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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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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