TICKET MANAGEMENT
CEO-driven duplicate triage across Intercom and Linear
An agent reviews each new Intercom conversation against open tickets and engineering issues, decides whether it is a duplicate, a new report on a known bug, or genuinely novel.
How it runs
The automated pipeline, trigger to output.
- TriggerNew Intercom conversationIntercom
- ActionSearch recent conversations + open Linear issuesIntercom
- LogicClassify: duplicate / known-issue / novel
- ActionMerge duplicate in IntercomIntercom
- ActionLink known-issue to Linear + impact commentLinear
- OutputEscalate novel issue to SlackSlack
What it does
Replaces brittle threshold rules with an agent that reads each incoming conversation and reasons about whether it duplicates something already in flight. It can merge a clear duplicate, attach a new report to an existing Linear bug, or flag a novel issue for the team.
When to use it
Use it when wording varies too much for pure embedding thresholds — customers describe the same bug a dozen ways — and you want judgment over a fixed score. Best for nuanced product support where context matters.
How it works
- 1A new Intercom conversation triggers the agent.
- 2The agent searches recent Intercom conversations and open Linear issues for related context.
- 3It classifies the conversation as duplicate, known-issue, or novel, with a stated rationale.
- 4On duplicate, it merges the conversation into the original in Intercom.
- 5On known-issue, it links the conversation to the matching Linear issue and adds a customer-impact comment.
- 6On novel, it posts a triage summary to Slack so a human can pick it up.
Set it up
What you configure once, before turning it on.
- 1Connect IntercomConversations, contacts, articles.
- 2Connect LinearIssues, projects, cycles, triage.
- 3Connect SlackChannels, DMs, threads, mentions.
- 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
Enrich Discord bug reports with Sentry errors before filing in Linear
Takes a Discord bug report, has an LLM pull out likely error signatures, searches Sentry for matching events.
Front-to-Linear Recurring Bug Linker
When a Front ticket is tagged as a bug, it searches Linear for an existing matching issue and either links the ticket to that parent issue or opens a new tracked one.
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.
14-day trial. No DevOps. No Sales call. Provisioned in under a minute.