CUSTOMER SUPPORT
Macro and KB Gap Brief to Confluence
Monthly, identifies repeated free-text replies that lack both a Zendesk macro and a help-center article.
How it runs
The automated pipeline, trigger to output.
- TriggerMonthly schedule fires
- ActionFetch last month's replies + macro catalogZendesk
- ActionCluster uncovered replies into topicsOpenAI
- ActionCheck help-center articles for each topicZendesk
- LogicRank gaps; flag missing-both as critical
- OutputPublish content-gap brief to ConfluenceConfluence
What it does
It connects macro gaps to documentation gaps. Once a month it mines recurring agent replies that have no saved macro, then cross-checks each cluster against your Zendesk help-center articles. Topics missing both a macro and an article are flagged as high-priority content gaps. Everything is assembled into a single Confluence brief that gives docs and support a shared, prioritized worklist.
When to use it
Use it for the recurring content-planning cycle, when support and documentation teams sit down to decide what canned responses and articles to build next quarter.
How it works
- 1A monthly schedule kicks off the run.
- 2Fetch the last month's agent replies plus the macro catalog from Zendesk.
- 3An OpenAI step clusters uncovered repeated replies into topics.
- 4Search the help-center articles to check whether each topic is documented.
- 5A logic step ranks gaps, marking topics missing both a macro and an article as critical.
- 6Publish the prioritized content-gap brief as a Confluence page for the teams.
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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