TICKET MANAGEMENT
Agent-driven triage that clusters Front inbox duplicates and merges them
A CEO-driven agent reads new Front conversations, reasons about whether they describe an already-tracked issue, links duplicates to the canonical thread.
How it runs
The automated pipeline, trigger to output.
- TriggerNew Front conversation receivedFront
- ActionLoad open clusters and summaries from PostgresPostgres
- LogicAgent reasons: duplicate of known issue or new
- ActionLink conversation to canonical thread and update clusterFront
- OutputSend context-aware status reply to requesterFront
What it does
Uses an agent to triage incoming Front conversations the way a senior support lead would: it judges whether each new message is a duplicate of an open issue, links it, and answers each requester with a tailored update drawn from the cluster's current state.
When to use it
When duplicates are worded very differently and rigid similarity thresholds miss them. Use this when you want reasoning over phrasing and a personalized reply rather than one boilerplate broadcast.
How it works
- 1A new Front conversation arrives and triggers the agent.
- 2The agent pulls open clusters and their summaries from Postgres for context.
- 3It reasons about whether the conversation matches an existing issue or is new.
- 4Matches are linked to the canonical Front thread and the cluster record is updated.
- 5The agent drafts and sends a context-aware reply to the requester in Front reflecting the cluster's latest status.
Set it up
What you configure once, before turning it on.
- 1Connect FrontShared inbox, conversations.
- 2Connect PostgresAny Postgres URL — query, write, migrate.
- 3Connect OpenAIModels, embeddings, files.
- 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.
More Ticket Management workflows
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Front Duplicate Conversation Clusterer
When a new Front conversation arrives, it semantically compares the report against open conversations.
Intercom Known-Issue Auto-Responder
When a new Intercom conversation matches a known active incident, it attaches the conversation to that incident's parent ticket and sends the customer the current status reply.
Weekly reopen-by-agent coaching digest
Aggregates each agent's solved-then-reopened tickets for the week, identifies the most common reopen reason per agent, and emails a private coaching digest to the support manager.
Escalate repeat reopens to a Linear bug
Detects when the same underlying issue reopens across multiple tickets, uses an AI agent to cluster them by root cause.
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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