CUSTOMER SUPPORT
Turn repeated Zendesk tickets with no help-center match into KB drafts
Reviews recently solved Zendesk tickets, finds recurring questions that had no matching help-center article.
How it runs
The automated pipeline, trigger to output.
- TriggerWeekly schedule fires
- ActionFetch solved Zendesk ticketsZendesk
- ActionSearch help center for matching articleZendesk
- LogicBucket no-match recurring questions
- ActionDraft article from winning agent repliesOpenAI
- OutputPublish draft to Confluence review spaceConfluence
What it does
It closes the gap between what customers file tickets about and what your help center actually documents, drafting articles for the repeated questions that currently force a human reply every time.
When to use it
Use it when your Zendesk deflection rate is low and agents keep answering the same questions by hand because no self-serve article exists.
How it works
- 1A weekly schedule starts the run.
- 2It pulls the past week of solved Zendesk tickets and extracts each customer's core question from the ticket subject and first message.
- 3For each question it searches existing Zendesk help-center articles for a match.
- 4A logic step routes questions with no good match into a "deflection gap" bucket and groups duplicates.
- 5Gaps seen across multiple tickets are kept; rare one-offs are discarded.
- 6An LLM drafts each missing article from the agent's actual winning replies on those tickets.
- 7Drafts are published to a Confluence review space for a docs owner to edit and approve.
Set it up
What you configure once, before turning it on.
- 1Connect ZendeskTickets, queues, knowledge base.
- 2Connect OpenAIModels, embeddings, files.
- 3Connect ConfluenceSpaces, pages, blueprints.
- 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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