CUSTOMER SUPPORT
Flag Knowledge-Base Gaps from New Tickets in Real Time
On each new Zendesk ticket, checks whether an existing help-center article already answers it and, if not, posts a knowledge-gap alert to Slack so the team can decide whether…
How it runs
The automated pipeline, trigger to output.
- TriggerNew Zendesk ticket createdZendesk
- ActionSearch existing help-center articlesZendesk
- ActionJudge whether an article answers itOpenAI
- LogicStop if a confident match exists
- ActionSummarize the gap and suggest a titleOpenAI
- OutputPost knowledge-gap alert to SlackSlack
What it does
This catches documentation gaps as they happen. When a new ticket arrives, it compares the question against your existing help-center content and, when nothing matches, raises a Slack alert tagging the ticket as a potential new article. Repeated alerts on the same topic become a clear signal that something needs documenting.
When to use it
Use it when you want a live early-warning system for missing docs rather than a weekly batch review. Great for fast-moving products where new features generate fresh question patterns.
How it works
- 1A new Zendesk ticket triggers the workflow.
- 2It searches existing Zendesk help-center articles for content matching the ticket subject and body.
- 3OpenAI judges whether any returned article actually answers the question.
- 4If a confident match exists, the workflow stops quietly.
- 5If no article answers it, OpenAI writes a one-line gap summary and a suggested article title.
- 6A Slack message lands in the support channel with the ticket link, the gap summary, and the suggested title for triage.
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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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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