Auto-suggest Cap walkthrough videos for new Zendesk tickets

PromptCreate

Build me an agent workflow that suggests the most relevant Cap walkthrough recording from our library every time a new Zendesk ticket lands, so support reps can reply with a video instead of retyping the same explanation.

Trigger: a Zendesk outgoing webhook fired on the ticket.created event. The webhook should send the new ticket's ID into the workflow.

Steps the agent should take on each run:

1. Use the Zendesk Show Ticket operation to fetch the full ticket by ID. Read the subject, description, requester, tags, and any custom fields that hint at what the customer is asking about.

2. Use the Cap List Videos operation to pull the current recording library. Reason over the video titles (and creation date) to pick the single recording that best answers the customer's question. Favor recent, durable how-to titles ("How to reset your password", "Setting up SSO") over one-off internal demos or named-customer recordings. If the best candidate is only weakly related, treat it as no match.

3. If you found a confident match, use the Zendesk Update Ticket operation to add an internal note on the ticket (a comment with public set to false). The note should contain: the recording title, the Cap share link, and a one-line coaching cue for the support agent in the shape "Use this if the customer is asking about X."

4. If nothing in the library is a good fit, do nothing. Never post a note just to post one. A silent run is the correct outcome when there is no good video answer.

Keep the workflow scoped to this single behavior: one ticket in, at most one internal note out. Do not reply to the customer, change ticket status, reassign, or touch tags.

What does this prompt do?

Watches Zendesk for brand new tickets and reads the customer's question the moment one is created.
Scans your Cap recording library for the walkthrough that best matches the issue, favoring durable how-to videos over one-off demos.
Drops an internal note on the ticket with the video title, share link, and a one-line coaching cue so the agent can reply with a video instead of typing.
Stays quiet when no recording is a good fit, so the ticket stays clean.

What do I need to use this?

A Zendesk account with permission to create an outgoing webhook for new tickets and post internal notes.
A Cap account with a recording library and a developer secret key.

How can I customize it?

Tune the match style: prefer the newest recordings, lean on certain title keywords, or skip anything tagged as a one-off demo.
Change what the internal note looks like, for example add a suggested reply line the agent can paste.
Adjust how strict the match has to be before the agent posts anything, so noisy tickets stay untouched.

FAQs

Will the customer see the suggested video?

No. The suggestion is posted as a private internal note on the ticket, visible only to your support team. The agent decides whether to share the link with the customer.

What happens if nothing in our Cap library matches the ticket?

The agent stays silent. It will not post a note unless it finds a recording that actually fits, so your tickets do not get cluttered with weak guesses.

Do we need to tag or organize our Cap recordings first?

No formal tagging is required. The agent reasons over your recording titles, so the better named your walkthroughs are, the better the matches. Clear, action-oriented titles work best.

Can we limit which Zendesk tickets this runs on?

Yes. You can scope it to a specific group, brand, form, or tag so it only fires on the queues where video answers actually help.

What if we record a new walkthrough later?

It is picked up automatically. The agent reads your live Cap library on every ticket, so new recordings are eligible the moment they finish processing.

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