CUSTOMER SUPPORT
Escalate accounts stacking up frustrated support tickets
Watches incoming Zendesk tickets, scores their sentiment, and when one account crosses a frustration threshold within a rolling window it opens a HubSpot task and pings…
How it runs
The automated pipeline, trigger to output.
- TriggerNew or updated Zendesk ticketZendesk
- ActionClassify ticket sentiment and urgencyOpenAI
- ActionCount negative tickets for account (14d window)Postgres
- LogicEscalate if >=3 negative or 1 severe
- ActionCreate follow-up task on accountHubSpot
- OutputDM the account owner in SlackSlack
What it does
Repeated angry or unresolved support tickets are a leading churn indicator. This workflow turns that noise into a single, account-level escalation the moment a customer's frustration crosses a threshold.
When to use it
Use it when support volume is high enough that no one notices one account quietly filing its third complaint in a week. It connects the support desk directly to the CRM and the account owner.
How it works
- 1A new or updated Zendesk ticket triggers the workflow.
- 2An OpenAI step classifies the ticket's sentiment and urgency from its subject and body.
- 3A Postgres query counts how many negative tickets that account has filed in the trailing 14 days.
- 4A logic gate proceeds only when the account has three or more negative tickets or one flagged severe.
- 5A HubSpot action creates a follow-up task on the account record with the ticket links.
- 6A Slack direct message alerts the named account owner with the count and a one-line summary.
Set it up
What you configure once, before turning it on.
- 1Connect ZendeskTickets, queues, knowledge base.
- 2Connect OpenAIModels, embeddings, files.
- 3Connect PostgresAny Postgres URL — query, write, migrate.
- 4Connect HubSpotCRM, deals, marketing, support.
- 5Connect SlackChannels, DMs, threads, mentions.
- 6Set each agent's modelWe leave models unset so you pick the tier — fast + cheap, or top-quality.
- 7Tune it to your dataEdit the prompts, filters, and field mappings so it matches how your team works.
- 8Test, then turn it onRun once against a sample, confirm the output, then enable the trigger.
More Customer Support workflows
Flag Live Intercom Chats With No Help Article and Alert Slack
When an Intercom conversation closes, checks whether the customer's question is already covered by a help article.
Negative VIP CSAT to Owner Callback Scheduler
When a VIP submits a low Intercom CSAT rating, drafts a recovery note with an LLM and books a callback on the account owner's Google Calendar within their working hours.
CEO Agent: Mine Last Month's Tickets and Publish a Deflection Plan
Monthly, an agent investigates the top recurring Zendesk ticket themes, drafts and publishes the highest-confidence help articles to ReadMe.
Mine a Discord Support Channel for Recurring Questions to Document
On a daily schedule, scans a Discord support channel for questions the community keeps asking, deduplicates against existing ReadMe docs.
Daily VIP Sentiment Digest for Account Owners
Each morning, pulls the prior day's Intercom conversations for VIP accounts, summarizes the overall mood per account with an LLM.
VIP Reply Sentiment Watcher with Account-Owner Escalation
Scores every inbound Intercom reply from a VIP customer for frustration and, when it crosses the anger threshold, pings the account owner in Slack with the conversation link…
Run it inside a business
This workflow drops into a full company template. Import the org, and this is one of the playbooks its agents run.
Run this workflow in your colony.
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