TICKET MANAGEMENT
Attach Zoom support-call recording to its Zendesk ticket and post action items
When a Zoom support call ends, transcribes it, extracts the action items, and posts both the recording link and a clean action-item list as an internal note on the matching…
How it runs
The automated pipeline, trigger to output.
- TriggerZoom recording completedZoom
- ActionFetch recording URL and transcriptZoom
- ActionSummarize and extract action itemsOpenAI
- LogicMatch transcript to a Zendesk ticket
- LogicBranch: confident match vs. manual triage
- OutputPost internal note with recording + action itemsZendesk
What it does
Turns a finished Zoom support call into a documented, actionable Zendesk update. It grabs the cloud recording and transcript, has an LLM pull out the concrete next steps and owners, then drops everything onto the right ticket so the next agent isn't guessing what was promised on the call.
When to use it
Use it when your support team takes live screen-shares or phone calls over Zoom but logs everything in Zendesk. It kills the manual "paste the recording link and write up notes" chore after every call and guarantees the commitments made on a call are written down.
How it works
- 1Zoom fires the recording-completed event for a finished call.
- 2Pull the recording playback URL and the VTT transcript from Zoom.
- 3OpenAI summarizes the transcript and extracts a structured action-item list with owners and due hints.
- 4Match the call to a Zendesk ticket by the customer email or the meeting topic ticket ID.
- 5If no confident ticket match is found, route to manual triage instead of guessing.
- 6Post an internal note on the matched ticket with the recording link, summary, and action items.
Set it up
What you configure once, before turning it on.
- 1Connect ZoomMeetings, recordings, transcripts.
- 2Connect OpenAIModels, embeddings, files.
- 3Connect ZendeskTickets, queues, knowledge base.
- 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 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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