CUSTOMER SUPPORT
Zendesk macro + doc deflection suggester on new tickets
When a new Zendesk ticket arrives, finds the best-matching existing macro and Confluence help article, then posts both as a private agent note so the rep can deflect in one click.
How it runs
The automated pipeline, trigger to output.
- TriggerNew Zendesk ticket createdZendesk
- ActionClassify intent and extract topics (OpenAI)OpenAI
- ActionFetch active macros from ZendeskZendesk
- ActionSearch candidate articles in ConfluenceConfluence
- LogicRank matches and gate on confidence
- OutputPost internal note with macro + doc suggestionZendesk
What it does
Every new Zendesk ticket gets read by an LLM that classifies the customer's intent, then matches it against your existing macro library and your Confluence knowledge base. The workflow posts an internal note on the ticket suggesting the single best macro to send and the one help article that most likely answers the question, so a rep can resolve common issues without writing anything from scratch.
When to use it
Use this when your team rewrites the same answers daily and you already have a decent macro set plus a Confluence help center, but reps forget what exists. It shortens first response time and keeps answers consistent without auto-replying to the customer.
How it works
- 1A new ticket created in Zendesk fires the trigger.
- 2OpenAI classifies the ticket's intent and pulls the key topic phrases.
- 3The flow fetches the active macro list from Zendesk and the candidate articles from Confluence.
- 4OpenAI ranks them and picks the top macro plus the top doc, with a confidence score.
- 5If confidence is high enough, it posts an internal-only note on the ticket with both suggestions and a one-line rationale.
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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