CUSTOMER SUPPORT
Promote High-Volume Ticket Tags into FAQ Macros
On a schedule, ranks Zendesk ticket tags by solved volume, and for any tag crossing a threshold without a matching macro.
How it runs
The automated pipeline, trigger to output.
- TriggerSchedule fires on chosen cadence
- ActionRank tags by solved-ticket volumePostgres
- LogicFilter to high-volume tags lacking a macro
- ActionPull top-rated resolutions per tagZendesk
- ActionSynthesize one draft macro per tagOpenAI
- OutputPost drafts to Slack for approvalSlack
What it does
Uses your own tagging as the signal for what deserves a macro. It tallies how many tickets each tag resolved over the period, finds the high-volume tags that have no canned reply yet, and synthesizes a draft macro from the best-rated resolutions under that tag — so your most common ticket categories get first-class answers.
When to use it
When your team tags tickets consistently and you want macro priorities driven by category volume rather than reply-text similarity. A good complement to reply-clustering miners.
How it works
- 1A schedule starts the run on your chosen cadence.
- 2Query Postgres (your ticket warehouse) to rank tags by count of solved tickets in the window.
- 3Filter to tags above a volume threshold that lack an associated macro.
- 4For each qualifying tag, pull its highest-satisfaction resolution replies from Zendesk.
- 5Have OpenAI synthesize one representative draft macro per tag from those replies.
- 6Post each draft to Slack with the tag, ticket volume, and example links for the team to approve.
Set it up
What you configure once, before turning it on.
- 1Connect PostgresAny Postgres URL — query, write, migrate.
- 2Connect ZendeskTickets, queues, knowledge base.
- 3Connect OpenAIModels, embeddings, files.
- 4Connect SlackChannels, DMs, threads, mentions.
- 5Set each agent's modelWe leave models unset so you pick the tier — fast + cheap, or top-quality.
- 6Tune it to your dataEdit the prompts, filters, and field mappings so it matches how your team works.
- 7Test, 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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