CUSTOMER SUPPORT
Zendesk: Flag Tickets With No KB Coverage
On each new Zendesk ticket, checks whether any help center article covers the question; if not, logs the gap to Linear and pings the docs channel in Slack so coverage grows over…
How it runs
The automated pipeline, trigger to output.
- TriggerNew Zendesk ticket createdZendesk
- ActionSearch Help Center and capture top match scoreZendesk
- LogicContinue only if no article clears coverage threshold
- ActionSummarize gap into proposed article titleOpenAI
- ActionCreate content-gap issue in LinearLinear
- OutputPost gap alert to docs channel in SlackSlack
What it does
Closes the loop on deflection by catching the questions your knowledge base cannot answer yet. When a ticket has no good article match, it becomes a tracked content-gap task instead of a silent miss.
When to use it
Use this alongside auto-drafting when you want to actively improve deflection rate. It surfaces exactly which articles to write next, ranked by how often the gap recurs.
How it works
- 1A new Zendesk ticket triggers the flow.
- 2The ticket topic is searched against the Help Center and the top match score is captured.
- 3A logic branch continues only when no article clears the coverage threshold, meaning the KB likely has a gap.
- 4OpenAI summarizes the unanswered question into a proposed article title and one-line scope.
- 5A gap issue is created in Linear and a note is posted to the docs channel in Slack so the content team can prioritize it.
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.
- 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.
More Customer Support workflows
Flag Live Intercom Chats With No Help Article and Alert Slack
When an Intercom conversation closes, checks whether the customer's question is already covered by a help article.
Negative VIP CSAT to Owner Callback Scheduler
When a VIP submits a low Intercom CSAT rating, drafts a recovery note with an LLM and books a callback on the account owner's Google Calendar within their working hours.
CEO Agent: Mine Last Month's Tickets and Publish a Deflection Plan
Monthly, an agent investigates the top recurring Zendesk ticket themes, drafts and publishes the highest-confidence help articles to ReadMe.
Mine a Discord Support Channel for Recurring Questions to Document
On a daily schedule, scans a Discord support channel for questions the community keeps asking, deduplicates against existing ReadMe docs.
Daily VIP Sentiment Digest for Account Owners
Each morning, pulls the prior day's Intercom conversations for VIP accounts, summarizes the overall mood per account with an LLM.
VIP Reply Sentiment Watcher with Account-Owner Escalation
Scores every inbound Intercom reply from a VIP customer for frustration and, when it crosses the anger threshold, pings the account owner in Slack with the conversation link…
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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