CHATBOTS
IT Helpdesk Slack Bot: Auto-Escalate Stale Unanswered Requests
On a schedule, scans the IT Slack channel for help requests with no human reply past the SLA window, summarizes each, opens a Linear ticket.
How it runs
The automated pipeline, trigger to output.
- TriggerScheduled scan during business hours
- ActionFetch recent IT channel messages and reply stateSlack
- LogicFilter to unanswered requests past SLA
- ActionSummarize each stale requestOpenAI
- ActionOpen SLA-breach ticket in LinearLinear
- OutputPost digest and page on-call lead in SlackSlack
What it does
Sweeps your IT help channel for requests that have gone quiet. Any message that asked for help but got no staff reply within your SLA window is summarized, turned into a Linear ticket, and surfaced to the on-call lead so dropped requests don't disappear into the backlog.
When to use it
When busy IT channels let questions scroll away unanswered and you need a safety net that guarantees every request is either answered or formally tracked within your response-time commitment.
How it works
- 1A schedule (e.g. every 30 minutes during business hours) triggers the flow.
- 2The bot fetches recent IT-channel messages and their reply state from Slack.
- 3A filter keeps only help requests older than the SLA window with no staff reply.
- 4OpenAI summarizes each stale request into a one-line problem statement and suggested category.
- 5A Linear ticket is opened for each, tagged as an SLA breach.
- 6The bot posts a digest to the IT leads channel and @-mentions the on-call owner.
Set it up
What you configure once, before turning it on.
- 1Connect SlackChannels, DMs, threads, mentions.
- 2Connect OpenAIModels, embeddings, files.
- 3Connect LinearIssues, projects, cycles, triage.
- 4Set each agent's modelWe leave models unset so you pick the tier — fast + cheap, or top-quality.
- 5Tune it to your dataEdit the prompts, filters, and field mappings so it matches how your team works.
- 6Test, then turn it onRun once against a sample, confirm the output, then enable the trigger.
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Run this workflow in your colony.
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