CUSTOMER SUPPORT
Turn Repeated Agent Replies into Suggested Zendesk Macros
Weekly, analyzes agents' public replies on solved tickets to find answers that are typed over and over.
How it runs
The automated pipeline, trigger to output.
- TriggerWeekly schedule fires
- ActionPull public agent replies from solved ticketsZendesk
- ActionGroup near-identical replies and count frequencyOpenAI
- LogicDrop patterns below repeat threshold
- ActionDraft reusable macro text per patternOpenAI
- OutputFile proposed macros as Linear issuesLinear
What it does
Agents often retype the same explanation dozens of times. This workflow detects those repeated answers across solved tickets, distills each into clean, reusable macro text, and routes it to your team's backlog as a proposed macro. The result is less typing and more consistent answers.
When to use it
Reach for this when agents complain about repetitive replies or when answer quality drifts because everyone phrases the same thing differently. It surfaces macro candidates you'd otherwise never notice.
How it works
- 1A weekly schedule fires the workflow.
- 2It pulls the public agent replies from tickets solved in the past week.
- 3OpenAI groups near-identical replies and counts how often each pattern appears.
- 4Patterns repeated fewer than a configurable number of times are dropped.
- 5For each surviving pattern, OpenAI writes a polished macro with a name, the reusable body, and placeholder fields.
- 6Each proposed macro is filed as a Linear issue in the support backlog, labeled "macro-suggestion," for a lead to review and publish.
Set it up
What you configure once, before turning it on.
- 1Connect ZendeskTickets, queues, knowledge base.
- 2Connect OpenAIModels, embeddings, files.
- 3Connect LinearIssues, projects, cycles, triage.
- 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 it inside a business
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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