CUSTOMER SUPPORT
Mine resolved tickets into draft macro suggestions
On a weekly schedule, clusters recently resolved Zendesk tickets by topic, drafts a reusable reply macro for each recurring pattern.
How it runs
The automated pipeline, trigger to output.
- TriggerWeekly schedule fires
- ActionFetch last 7 days of solved ticketsZendesk
- ActionCluster tickets by intentOpenAI
- LogicKeep clusters above volume threshold
- ActionDraft a macro per clusterOpenAI
- OutputStore drafts as pending_reviewSupabase
What it does
Finds the repetitive questions your team keeps answering by hand and turns them into ready-to-use reply macros. Each run reads the last week of solved tickets, groups the ones that look alike, and writes a clean template for every cluster that crosses a volume threshold.
When to use it
Run it when your agents are copy-pasting the same explanations all day but your macro library hasn't kept up. Ideal for support leads who want the backlog of "we should really make a macro for this" handled automatically.
How it works
- 1A weekly schedule fires the run.
- 2Pull all tickets marked solved in the trailing 7 days from Zendesk, including subject, public replies, and tags.
- 3Send the comment text to OpenAI to cluster tickets by intent and label each cluster.
- 4Filter to clusters with at least N tickets so one-off issues are ignored.
- 5For each qualifying cluster, draft a macro title and body in your brand voice.
- 6Insert the drafts into a Supabase `macro_suggestions` table with status `pending_review` for a human to approve.
Set it up
What you configure once, before turning it on.
- 1Connect ZendeskTickets, queues, knowledge base.
- 2Connect OpenAIModels, embeddings, files.
- 3Connect SupabaseTables, auth, storage, edge functions.
- 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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