TICKET MANAGEMENT
Detect a duplicate-ticket spike, open a PagerDuty incident, and broadcast one reply
Monitors clustered Zendesk tickets and, when one cluster grows past a volume threshold in a short window, opens a PagerDuty incident and pushes a single acknowledgement reply…
How it runs
The automated pipeline, trigger to output.
- TriggerTicket added to a duplicate clusterZendesk
- ActionRead cluster growth rate from PostgresPostgres
- LogicBranch on spike threshold within time window
- ActionOpen PagerDuty incident with cluster summaryPagerDuty
- OutputBroadcast acknowledgement to all requestersZendesk
What it does
Treats a fast-growing cluster of duplicate tickets as an early incident signal: it raises a PagerDuty alert for engineering and simultaneously sends one acknowledgement to all the customers caught in the same issue.
When to use it
When a surge of identical complaints is your fastest outage detector. Use it to page on-call before dashboards catch up and to reassure affected customers immediately.
How it works
- 1A new Zendesk ticket is added to its cluster, triggering the flow.
- 2The cluster's recent growth rate is read from Postgres.
- 3A threshold branch checks whether the cluster crossed the spike limit within the time window; below it, nothing fires.
- 4On a spike, a PagerDuty incident is created with the cluster summary and ticket count.
- 5A single acknowledgement reply is broadcast to every requester in the cluster through Zendesk.
Set it up
What you configure once, before turning it on.
- 1Connect ZendeskTickets, queues, knowledge base.
- 2Connect PostgresAny Postgres URL — query, write, migrate.
- 3Connect PagerDutyIncidents, on-call, escalations.
- 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 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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