Auto-draft Zendesk replies from your Notion knowledge base

Build me an agent workflow that drafts a suggested first response for every new Zendesk ticket, grounded in our team's Notion knowledge base. The draft must always be saved as an internal note on the ticket. It must never be sent to the customer automatically as a public reply.

Trigger: Zendesk poll, new_ticket. Fire once per newly created ticket.

On each new ticket, do the following:

1. Use Zendesk Show Ticket to load the ticket by id. Read the subject and the opening (first) comment to understand what the customer is asking. Capture the ticket id for later.

2. Identify the likely topic in one short phrase (for example, 'refund eligibility', 'SSO setup', 'invoice download'). Use that phrase plus the most distinctive nouns from the subject and opening comment as your search terms.

3. Use Notion Search by Title to find candidate KB pages. Pick the two or three most relevant pages by title match and apparent topic fit. For each one, use Notion Retrieve Page as Markdown to load the full content.

4. Compose a draft public reply that answers the customer's question using only what those Notion pages actually support. Cite the Notion page titles inline next to the claims they back up, in the form 'Source: <Page Title>'. If the pages do not cover something the customer asked, say so plainly instead of guessing. At the end of the draft, add a short 'Still needed from the customer' section listing any information the agent will need before they can actually resolve the ticket (for example, account email, order number, screenshot, error message).

5. Use Zendesk Update Ticket on the same ticket id to save the draft as an internal note (public: false). Prefix the note body with 'Suggested response (review before sending)' on its own line, then a blank line, then the draft. In the same Update Ticket call, add the tag 'kb-draft' to the ticket (preserve any existing tags).

Hard rules:

- Never call Zendesk Update Ticket with a public comment. The comment must always be internal (public: false).

- Never invent product behavior, pricing, policy, or steps that are not present in the retrieved Notion pages. If the KB does not cover it, say the KB does not cover it.

- If Notion Search by Title returns nothing relevant, still post an internal note saying no matching KB pages were found and listing the information the agent will need from the customer, and still add the 'kb-draft' tag.

- Do not reply to the customer, do not change ticket status, do not reassign the ticket. The only ticket changes are the internal note and the tag.

Additional information

What does this prompt do?

Watches Zendesk for brand new tickets and reads the subject and opening message.
Searches your team's Notion knowledge base for the two or three most relevant pages and pulls in their content.
Writes a draft first reply that only uses what the Notion pages support, and cites the page titles inline so the agent can verify.
Saves the draft as an internal note labeled 'Suggested response (review before sending)' and tags the ticket as kb-draft, so nothing goes to the customer until a human approves it.

What do I need to use this?

A Zendesk account where you can create tickets, add internal notes, and apply tags.
A Notion workspace with your support knowledge base, shared with the integration so it can search and read those pages.

How can I customize it?

Point it at a specific Notion workspace, teamspace, or set of KB pages so it ignores unrelated docs.
Change the wording of the internal note prefix or the tag (for example, swap 'kb-draft' for 'ai-suggested').
Limit which tickets get a draft, such as only public form submissions or tickets in a specific Zendesk group or brand.

Frequently asked questions

Will this ever reply to the customer automatically?

No. The draft is always saved as an internal note on the ticket, never sent as a public reply. A human agent reviews it and decides whether to send it as is, edit it, or write something different.

What if the knowledge base does not actually answer the question?

When the Notion pages do not cover the question, the draft says so plainly and lists the information the agent still needs from the customer, instead of guessing or making something up.

Does this work with public Zendesk Help Center articles instead of Notion?

This prompt is built around a Notion knowledge base because most internal teams keep their working KB there. You can adapt it to point at a different source, but out of the box it reads from Notion.

Will agents see where the answer came from?

Yes. The draft cites the Notion page titles inline next to the claims they support, so the agent can open the source page and verify before sending.

How fast does the draft show up after a ticket is created?

It runs on the new ticket trigger, so the draft typically appears as an internal note within a couple of minutes of the ticket being opened.