TICKET MANAGEMENT
Cluster duplicate Zendesk tickets and notify every affected requester
When a new Zendesk ticket arrives, embeds its text, finds near-identical open tickets, merges them into a canonical parent.
How it runs
The automated pipeline, trigger to output.
- TriggerNew Zendesk ticket createdZendesk
- ActionEmbed ticket text and query similar open tickets in PostgresPostgres
- LogicBranch on similarity threshold (duplicate vs new)
- ActionMerge duplicate into canonical parent ticketZendesk
- OutputPost one status update to all linked requestersZendesk
What it does
Catches duplicate reports of the same problem, collapses them into one canonical ticket, and keeps every requester in the loop with a single coordinated reply instead of scattered one-off responses.
When to use it
During an incident or a buggy release when dozens of customers open separate tickets for the same root cause. Run it to stop agents from triaging the same issue ten times and to give everyone one consistent answer.
How it works
- 1A new ticket is created in Zendesk and fires the trigger.
- 2The subject and description are embedded with OpenAI and compared against embeddings of recent open tickets stored in Postgres.
- 3A similarity branch checks whether the best match clears the dedupe threshold; below it, the ticket is left untouched as a genuinely new issue.
- 4For matches, the new ticket is merged into the existing canonical parent via the Zendesk API and tagged with the cluster id.
- 5The same public update is applied to the parent so every linked requester receives one identical notification.
Set it up
What you configure once, before turning it on.
- 1Connect ZendeskTickets, queues, knowledge base.
- 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
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.