TICKET MANAGEMENT
Recurring Known-Issue Runbook Publisher from Zendesk Solved Tickets
On a schedule, clusters recently solved Zendesk tickets into recurring known issues and publishes or updates a Confluence runbook page with reproduction steps and the fix…
How it runs
The automated pipeline, trigger to output.
- TriggerWeekly schedule
- ActionFetch recently solved Zendesk ticketsZendesk
- ActionCluster by root cause and draft runbook entriesOpenAI
- LogicFilter out non-recurring one-off clusters
- ActionUpsert known-issue entries to Confluence runbookConfluence
- OutputPost new/updated summary to SlackSlack
What it does
This scheduled workflow turns your solved-ticket exhaust into living documentation. It groups recently resolved Zendesk tickets by underlying issue, writes a clean known-issue entry for each recurring cluster, complete with reproduction steps and the verified fix, and publishes it to a Confluence runbook page that agents can search.
When to use it
Use this when tribal knowledge keeps walking out the door and new agents re-investigate issues that were solved months ago. Run it weekly to keep a self-maintaining known-issues knowledge base.
How it works
- 1A schedule (for example weekly) triggers the run.
- 2The workflow pulls Zendesk tickets solved since the last run.
- 3OpenAI clusters them by root cause and drafts a runbook entry per cluster with title, repro steps, and fix.
- 4A filter drops one-off clusters below the recurrence threshold so only genuine known issues are published.
- 5It upserts each entry onto the Confluence runbook page, updating existing sections in place.
- 6It posts a summary of new and updated entries to Slack for the support lead.
Set it up
What you configure once, before turning it on.
- 1Connect ZendeskTickets, queues, knowledge base.
- 2Connect OpenAIModels, embeddings, files.
- 3Connect ConfluenceSpaces, pages, blueprints.
- 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.
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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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