TICKET MANAGEMENT
Daily reconcile Zoom support recordings against Zendesk and attach any that were missed
Runs each morning to find yesterday's Zoom support recordings that never got linked to a Zendesk ticket, matches each to the best candidate ticket, attaches it with action items.
How it runs
The automated pipeline, trigger to output.
- TriggerDaily morning schedule
- ActionList yesterday's Zoom recordingsZoom
- LogicFilter to recordings with no ticket link
- ActionMatch and extract action itemsOpenAI
- ActionAttach recording + summary to ticketZendesk
- OutputSlack digest of unmatched callsSlack
What it does
Acts as a nightly safety net for the real-time attach workflow. It sweeps the prior day's Zoom recordings, checks which ones are already referenced on a Zendesk ticket, and processes the leftovers: matching, summarizing, and attaching them. Calls it still can't place are reported so a human can finish the job.
When to use it
Use it alongside the event-driven attach workflow to catch gaps from webhook failures, calls booked off-platform, or ambiguous customer matches. Ideal for support managers who want a guarantee that every recorded call ends up on a ticket within a day.
How it works
- 1A daily schedule fires in the morning.
- 2List the previous day's Zoom recordings for the support account.
- 3For each, check Zendesk for an existing reference to that recording.
- 4Filter to only the recordings with no ticket link yet.
- 5For each unattached call, match it to a candidate ticket and have OpenAI extract action items.
- 6Attach the recording and summary to the matched Zendesk ticket.
- 7Post a Slack digest of any calls that could not be matched.
Set it up
What you configure once, before turning it on.
- 1Connect ZoomMeetings, recordings, transcripts.
- 2Connect ZendeskTickets, queues, knowledge base.
- 3Connect OpenAIModels, embeddings, files.
- 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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