CUSTOMER SUPPORT
Suggest New Zendesk Macros from Repeated Manual Replies
When agents keep typing similar one-off replies for the same issue, this clusters those manual responses and proposes new reusable Zendesk macros.
How it runs
The automated pipeline, trigger to output.
- TriggerSchedule starts run
- ActionFetch resolved tickets and agent repliesZendesk
- ActionCluster hand-written replies by intentOpenAI
- LogicKeep clusters above repeat threshold
- ActionDraft macro title and bodyOpenAI
- OutputPost macro candidates to Slack for approvalSlack
What it does
Spots situations where agents are repeatedly writing the same kind of reply by hand and turns them into proposed macros. It detects the duplicated effort, drafts clean macro text, and routes it for human sign-off before anything reaches Zendesk.
When to use it
Use it when your macro library hasn't kept pace with common requests and agents are wasting time rewriting near-identical answers. Best run on a recurring cadence over recently resolved tickets.
How it works
- 1A schedule starts the run.
- 2It fetches recently solved Zendesk tickets along with the agents' public replies, filtering out ones that already used an existing macro.
- 3An OpenAI step clusters the hand-written replies by intent and flags clusters above a repeat threshold.
- 4A logic step keeps only clusters that recur often enough to justify a macro.
- 5For each, the model drafts macro title, category, and body text in your brand voice.
- 6Each proposed macro is posted to Slack with approve and edit actions so a lead reviews before it's added to Zendesk.
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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