Support macro generator

Operational Excellence · Initiative playbook
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Operational Excellence

Support macro generator

Repeat tickets keep landing because macros and KB articles lag actual customer language.

The problem

Repeat tickets keep landing because macros and KB articles lag actual customer language.

The play

Weekly clustering of Zendesk tickets surfaces emerging themes. Claude drafts new macros + KB articles, queued for support lead approval before publish.

Headline KPI

First-contact resolution
62%75%
BAU owner
Support

Tools in the stack

ZendeskClaudeConfluence

Rollout plan

  1. 1
    Discover
    Audit the current process, instrument baseline metrics, and confirm the bottleneck with the BAU owner.
  2. 2
    Design
    Weekly clustering of Zendesk tickets surfaces emerging themes. Claude drafts new macros + KB articles, queued for support lead approval before publish.
  3. 3
    Pilot
    Run with Tier-1 inbox. Measure against the success criteria below; iterate weekly.
  4. 4
    Evaluate
    Review against: ≥10 published macros/month with positive CSAT. Decide go / no-go with Support.
  5. 5
    Embed in BAU
    Hand over to Support with runbook, dashboards, and on-call rotation. Schedule 60-day ROI check.

Success criteria

Pilot scope
Tier-1 inbox
Definition of done
≥10 published macros/month with positive CSAT
BAU owner
Support