Draft first responses to Zendesk tickets from your documentation
An Orkeste agent reads new Zendesk tickets, looks for the answer in your help pages and in the documents it was given, and drafts a reply. The reply waits in Validations; once a person approves it, it is posted to the ticket as a public reply.
The problem
Most first replies repeat what the help center already says, yet each one still takes a few minutes to find and rephrase. Macros help, but they answer the question the customer should have asked, not the one they did.
How the workflow runs
Runs: Every hour, or when you start it.
Find new tickets: The agent searches Zendesk for new tickets without a reply, up to five per search.
Read the question: It reads the ticket and the customer's previous tickets.
Search your documentation: It searches your Confluence pages and the documents in its knowledge for the answer.
Draft the reply: It writes a short answer with the steps from your documentation, in the tone set in its briefing.
Approve: The reply waits in Validations. A person edits it, approves it or rejects it.
Post: Once approved, the reply is posted to the ticket as a public reply.
Keep Zendesk replies behind approval and nothing reaches a customer before a person on your team has read it.
Who does what
Answer drafter: Finds the answer in your documentation and writes the reply.
Support agent (human): Reads every reply before it reaches the customer.
What this workflow does not do
Answers from your documentation and its knowledge; it has no web access.
Does not change the ticket's status, assignee or tags after replying.
Describe your tone in the briefing and add a few good past replies to the agent's knowledge. It writes from them, and you correct the drafts that miss before they are posted.
What if the documentation does not cover the question?
Say in the briefing what to do, for example write an internal note saying the question is not covered instead of a reply. A person then takes the ticket.
Where does the agent find the answers?
In the Confluence pages it can search, in documents synced from SharePoint or OneDrive, and in files you add to the agent.
Is the reply ever sent without review?
Only if you allow it. You choose, agent by agent, which actions wait for approval, and most teams keep every public reply behind it.