CUSTOMER SUPPORT
Weekly Zendesk Macro-Gap Miner to Notion Backlog
Every Monday, scans the past week of solved Zendesk tickets for free-text agent replies that cluster around the same answer but have no matching saved macro.
How it runs
The automated pipeline, trigger to output.
- TriggerMonday weekly schedule fires
- ActionFetch last week's solved tickets + first agent repliesZendesk
- ActionPull existing macro catalogZendesk
- ActionEmbed and cluster similar repliesOpenAI
- LogicDrop clusters matching a macro; keep high-volume gaps
- OutputWrite ranked macro candidates to Notion backlogNotion
What it does
It surfaces the answers your agents keep retyping by hand. Each week it pulls solved tickets, isolates the first agent reply on each, embeds and clusters those replies, and checks every cluster against your existing macro library. Clusters with high volume and no close macro match become ranked "macro candidates" written to a Notion backlog with example replies and estimated time saved.
When to use it
Run it when your macro library has gone stale and agents are clearly reinventing the same responses. Ideal for support leads who own macro hygiene and want a steady, evidence-backed queue instead of guessing which canned responses to write next.
How it works
- 1A Monday schedule fires the run.
- 2Fetch all tickets solved in the last 7 days from Zendesk, including first public agent comments.
- 3Pull the current macro catalog from Zendesk to compare against.
- 4Embed replies with OpenAI and cluster the semantically similar ones.
- 5A logic step drops clusters whose centroid closely matches an existing macro, keeping only true gaps above a volume threshold.
- 6Write each surviving gap as a ranked Notion backlog item with sample replies and frequency.
Set it up
What you configure once, before turning it on.
- 1Connect ZendeskTickets, queues, knowledge base.
- 2Connect OpenAIModels, embeddings, files.
- 3Connect NotionPages, databases, comments.
- 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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