TICKET MANAGEMENT
Flag at-risk Zoom support calls and alert the team in Slack with the Zendesk ticket
Analyzes each completed Zoom support-call transcript for frustration and unresolved issues, and when sentiment is negative, posts a Slack alert with the recording, action items…
How it runs
The automated pipeline, trigger to output.
- TriggerZoom recording completedZoom
- ActionFetch transcript and match Zendesk ticketZoom
- ActionScore sentiment and extract action itemsOpenAI
- LogicBranch on negative sentiment / unresolved
- OutputPost at-risk alert to Slack with ticket linkSlack
What it does
Scores every recorded support call for customer frustration and resolution status. Calm, resolved calls are simply logged; calls that look like a churn or escalation risk trigger an immediate Slack alert so a lead can intervene before the customer stews.
When to use it
Use it when you want a sentiment safety net over live support calls. Ideal for teams handling high-value accounts where a single bad call can spiral, and you'd rather catch it the moment the recording lands than during a weekly QA review.
How it works
- 1Zoom fires the recording-completed event.
- 2Pull the transcript and match it to the Zendesk ticket by customer email or meeting topic.
- 3OpenAI scores sentiment, flags unresolved issues, and extracts action items.
- 4If sentiment is negative or the issue is unresolved, branch to the alert path; otherwise just attach a summary note to the ticket.
- 5Post a Slack alert to the support-leads channel with the risk reason, recording link, and Zendesk ticket URL.
Set it up
What you configure once, before turning it on.
- 1Connect ZoomMeetings, recordings, transcripts.
- 2Connect OpenAIModels, embeddings, files.
- 3Connect ZendeskTickets, queues, knowledge base.
- 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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