Regularly add FAQ drafts from resolved Zendesk tickets to Google Docs

Launch this workflow to connect Google Docs & Zendesk !

■Overview

Creating a list of frequently asked questions (FAQs) from the many inquiries you receive every day is important, but it often gets pushed back because it takes so much time. Zendesk conversations contain a wealth of valuable knowledge, but reviewing them one by one and turning them into FAQs is a major undertaking.

Use this template to automatically review resolved Zendesk conversations on a regular basis, identify recently recurring questions, and quickly create FAQ drafts. The drafts are added directly to Google Docs, making it much easier to create and update your FAQs.

■Who should use this template

Customer support teams that want to turn resolved tickets accumulated in Zendesk into FAQs
Content managers who want to reflect the latest inquiry trends because their FAQ site is not being updated quickly enough
Team leaders who manage FAQ drafts in Google Docs and want to streamline information management

■Benefits of using this template

Automatically extract frequently asked questions from resolved tickets and generate FAQ drafts, reducing the time spent gathering information manually.
Regular automated reviews ensure that the issues users are currently facing are consistently reflected in your FAQs.

■How the Flowbot works

First, connect Zendesk and Google Docs to Yoom.
Next, use the schedule trigger to set your preferred execution frequency, such as daily or weekly.
Finally, create a “skill” (set of instructions) with an AI Worker. Set Zendesk’s “Search tickets” and “Get ticket comments” actions, as well as Google Docs’ “Append text to the end of the document” action, as the tools to use.

※“Trigger”: An action that starts a flow. “Operation”: An action that processes information within a flow after the trigger starts.

■Customize this workflow

Adjust the Zendesk search criteria to target only resolved tickets with specific tags or tickets in specific categories.
In the Google Docs action settings, specify the ID of the file where you want to accumulate FAQ drafts.
Adjust the instructions for the AI Worker to customize the tone and style of FAQ answers and the output format according to your company’s guidelines.

■Notes

You can select a trigger interval of 5, 10, 15, 30, or 60 minutes.
The shortest available trigger interval varies by plan.
Connect Zendesk and Google Docs to Yoom. You must also connect the tools (apps) used within the AI Worker to My Apps.
For basic AI Worker setup instructions, see “[AI Worker] Basic setup guide”.
The number of AI Workers that can run simultaneously, the number of AI Workers you can create, and the AI models available to you vary by plan.
The apps and operations available within an AI Worker are subject to the same usage limits as Flowbots.
AI Workers consume tasks during test runs just as they do during production runs. For details, see “[AI Worker] How task execution counts are calculated”.
AI Workers are more likely to process tasks appropriately when you configure their skills in detail. For details, see “[AI Worker] How to create skills (formerly manuals)”.

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