TICKET MANAGEMENT
Fan out a resolution to every requester when a duplicate cluster is closed
When the canonical ticket of a duplicate cluster is marked solved in Zendesk, notifies every requester across their original channel and posts a closeout summary to the support…
How it runs
The automated pipeline, trigger to output.
- TriggerCanonical cluster ticket marked solvedZendesk
- ActionLook up all linked requesters in PostgresPostgres
- LogicRoute requesters by original channel
- ActionSend resolution notice to every requesterZendesk
- OutputPost cluster closeout summary to SlackSlack
What it does
Closes the loop on a duplicate cluster: the moment the canonical ticket is resolved, it fans the resolution out to every requester who reported the same issue and tells the team the cluster is done.
When to use it
After an incident is fixed and you need to tell everyone who reported it, not just the one ticket you happened to resolve. Use it so no duplicate requester is left without a resolution notice.
How it works
- 1The canonical ticket of a cluster is marked solved in Zendesk, triggering the flow.
- 2All linked requesters in that cluster are looked up in Postgres.
- 3A branch routes each requester by the channel their original ticket came in on.
- 4A resolution notice is sent to every requester via the Zendesk API.
- 5A closeout summary with cluster size and resolution time is posted to the support channel in Slack.
Set it up
What you configure once, before turning it on.
- 1Connect ZendeskTickets, queues, knowledge base.
- 2Connect PostgresAny Postgres URL — query, write, migrate.
- 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.
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