CUSTOMER SUPPORT
Zendesk: Draft KB-Grounded Reply for Agent Review
When a new Zendesk ticket arrives, searches your help center, drafts a cited answer with OpenAI, and attaches it as an internal note for an agent to approve before sending.
How it runs
The automated pipeline, trigger to output.
- TriggerNew Zendesk ticket createdZendesk
- ActionSearch Help Center articles for ticket topicZendesk
- LogicBranch: skip if no article clears confidence threshold
- ActionDraft cited reply from matched articlesOpenAI
- OutputPost draft as internal note for agent reviewZendesk
What it does
Turns every inbound Zendesk ticket into a ready-to-edit draft reply that is grounded in your existing help center articles. The draft lands as an internal note, never an auto-send, so a human always makes the final call.
When to use it
Use this when your queue is full of repetitive how-to questions and you want agents to spend seconds editing instead of minutes writing from scratch. Ideal for teams that want deflection-style speed without sacrificing the human review step.
How it works
- 1A new ticket is created in Zendesk and fires the trigger.
- 2The ticket subject and body are searched against your Zendesk Help Center articles.
- 3If no relevant article scores above the confidence threshold, the ticket is routed untouched to a human and the flow stops.
- 4OpenAI drafts a reply using only the matched article passages, with inline source links.
- 5The draft is posted back to the ticket as a private internal note tagged "ai-draft" for the assigned agent to approve, edit, or discard.
Set it up
What you configure once, before turning it on.
- 1Connect ZendeskTickets, queues, knowledge base.
- 2Connect OpenAIModels, embeddings, files.
- 3Set each agent's modelWe leave models unset so you pick the tier — fast + cheap, or top-quality.
- 4Tune it to your dataEdit the prompts, filters, and field mappings so it matches how your team works.
- 5Test, 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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