CUSTOMER SUPPORT
Track Macro Coverage Gaps in a Coda Tracker
Monthly, compares recurring resolved-ticket themes against your existing macro library and writes the uncovered themes into a Coda table so support leads can prioritize new…
How it runs
The automated pipeline, trigger to output.
- TriggerMonthly schedule fires
- ActionPull solved tickets and current macrosZendesk
- ActionLabel and match ticket themesOpenAI
- LogicRank themes and flag uncovered ones
- OutputUpsert coverage gaps into Coda trackerCoda
What it does
It measures how much of your real ticket volume your macros actually cover. Each month it finds the most common resolved-ticket themes, checks which ones have no matching macro, and logs the gaps in Coda with volume and effort estimates.
When to use it
Use it during macro-library planning when you need a ranked backlog of what to build next, grounded in ticket volume rather than anecdote. Good for QBRs and content-roadmap reviews.
How it works
- 1A monthly schedule starts the run.
- 2It pulls the last 30 days of solved tickets from Zendesk and the current macro list.
- 3An OpenAI step labels each ticket with a theme and matches it against existing macro intents.
- 4A logic step ranks themes by ticket count and flags those with zero macro coverage.
- 5Each uncovered theme is upserted into a Coda table with monthly volume, a sample ticket, and a suggested draft, giving leads a prioritized build queue.
Set it up
What you configure once, before turning it on.
- 1Connect ZendeskTickets, queues, knowledge base.
- 2Connect OpenAIModels, embeddings, files.
- 3Connect CodaDocs, packs, automations.
- 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 this workflow in your colony.
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