When a Zendesk ticket is resolved, retrieve and summarize all comments, then add them to Google Sheets as an FAQ
When a Zendesk ticket is resolved, retrieve and summarize all comments, then add them to Google Sheets as an FAQ
Launch this workflow to connect
Zendesk &
Google Sheets &
OpenAI
!
■Overview
After handling customers in Zendesk, you may want to preserve valuable interactions as knowledge. However, manually retrieving a list of ticket comments, summarizing them, and transferring the results can be time-consuming. With this workflow, whenever a Zendesk ticket reaches a resolved status, all comments are automatically retrieved and summarized by AI, then added to Google Sheets as an FAQ. This makes it easy to efficiently build a knowledge base from insights gained through day-to-day customer support.
■Who Should Use This Template
- Anyone who wants to streamline the process of retrieving comment lists from Zendesk tickets and creating FAQs
- Anyone who wants to build a knowledge base from customer support history and improve support quality across the team
- Anyone looking to reduce issues such as missed information during manual data transfer and inconsistencies in summary quality
■Benefits of This Template
- Automate the entire process from resolving a Zendesk ticket to creating an FAQ, reducing the time spent on manual data transfer and summarization.
- Prevent human errors such as inconsistent summaries and data transfer mistakes, helping you consistently build a standardized knowledge base.
■Workflow
- First, connect Zendesk, OpenAI, and Google Sheets to Yoom.
- Select Zendesk as the trigger and set the action to “When a ticket is updated.”
- Next, configure branching in Operations so that the workflow proceeds only when the ticket status is set to “Solved.”
- Then, configure Zendesk’s “Retrieve a list of ticket comments” action to retrieve all comments from the relevant ticket.
- After that, configure an OpenAI action in Operations and create instructions for summarizing the retrieved comments in FAQ format.
- Finally, configure Google Sheets’ “Add a record” action to add the summarized content to the specified sheet.
※“Trigger”: An action that starts the workflow. “Operation”: An action that performs processing within the workflow after the trigger starts.
■Customization Options
■Customization Options
- Branching conditions can be customized to match your operations. For example, you can set the workflow to proceed not only when the ticket status is “Solved,” but also when it is “Closed.”
- OpenAI instructions can be freely customized based on your goals, such as requesting a simple summary, output in a “Q&A format,” or a “bulleted list.”
- In addition to summaries generated by OpenAI, you can choose which information to sync to Google Sheets, such as the ticket ID and inquiry date and time.
■Notes
- Connect each of Zendesk, OpenAI, and Google Sheets to Yoom.
- You can choose a trigger interval of 5, 10, 15, 30, or 60 minutes.
- Please note that the shortest available trigger interval varies by plan.
- Zendesk is available only on the Team and Success plans. On the Free and Mini plans, the configured workflow operations and data connections will result in errors.
- Branching is an operation available on the Mini plan and above. On the Free plan, configured workflow operations will result in errors.
- Paid plans starting from the Mini plan include a two-week free trial. During the free trial, you can use apps and features (operations) that are otherwise subject to restrictions.
- To execute ChatGPT (OpenAI) actions, you must be subscribed to a paid OpenAI API plan, which allows you to make payments when the API is used.
- For details, see OpenAI’s API pricing page.
- OpenAI provides paid access to the ChatGPT API, which is billed based on the number of tokens used when communicating with the API. Please note that an error will occur if you are unable to make payments when using the API.
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About the apps you use
Zendesk
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No-Code API Actions
Executable API actions
Flowbot triggers
When a New Ticket Is Created
When a Ticket Is Updated
When a Tag Is Added to a Ticket
When a User Is Created
When an Organization Is Created
When a Comment Is Added to a Ticket
When a Row Is Added
When a Row Is Updated
Flowbot operations
Get List of Open Ticket IDs
Create Ticket
Get Ticket Information
Update Ticket Status
Get List of Agents
Create Ticket (Specify Requester)
Upload File
Attach File to Ticket Comment
Get User Information
Add Comment to Existing Ticket
Search Tickets (Subject Partial Match)
Create User
Search Pending Tickets
Update and Add User Information
List Tickets
Search Tickets (Status Match)
List Ticket Comments
Add Tags
Flowbot triggers
When a New Ticket Is CreatedWhen a Ticket Is UpdatedWhen a Tag Is Added to a TicketWhen a User Is CreatedWhen an Organization Is CreatedWhen a Comment Is Added to a Ticket
Flowbot operations
Get List of Open Ticket IDsCreate TicketGet Ticket InformationUpdate Ticket StatusGet List of AgentsCreate Ticket (Specify Requester)Upload FileAttach File to Ticket CommentGet User InformationAdd Comment to Existing TicketSearch Tickets (Subject Partial Match)Create UserSearch Pending TicketsUpdate and Add User InformationList TicketsSearch Tickets (Status Match)List Ticket CommentsAdd TagsSearch Tickets (Filter by Created/updated Date)
Flowbot triggers
When a Row Is AddedWhen a Row Is Updated
Flowbot operations
Set a Value in a CellGet ValuesClear ValuesCreate a New SpreadsheetCopy a Sheet (Tab)Add a New Sheet (Tab)Delete Sheet (Tab)Replace ValuesUpdate Sheet NameDelete RowsGet Spreadsheet InfoGet Sheet NamesApply a Formula to a RangeEnter Values in a RangeEmbed an Image in a CellSort by Specific ColumnHide a SheetAdd a Note to the Specified CellsInsert ColumnsDelete ColumnsWrite Values to Multiple ColumnsAdd Rows
Flowbot triggers
There is no action.
Flowbot operations
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