TICKET MANAGEMENT
Suggest Zendesk ticket merges to a Slack triage channel
On a new Zendesk ticket, scores it against open tickets and, when a likely duplicate is found, posts an interactive merge suggestion to Slack so a human approves before anything…
How it runs
The automated pipeline, trigger to output.
- TriggerNew Zendesk ticket createdZendesk
- ActionEmbed + summarize the ticketOpenAI
- ActionFind closest open ticket vectorPostgres
- LogicHigh-confidence duplicate match?
- ActionPost merge suggestion with Approve buttonSlack
- OutputOn approval, merge tickets in ZendeskZendesk
What it does
When a Zendesk ticket is created, the workflow finds the most similar open ticket and, if confidence is high, sends a merge suggestion to a Slack triage channel with both ticket links. A human clicks approve, and only then are the tickets merged in Zendesk.
When to use it
Use it when you want duplicate clustering but aren't comfortable auto-merging. The Slack approval keeps a person in the loop while still surfacing dupes within seconds of creation.
How it works
- 1A new Zendesk ticket triggers the flow.
- 2OpenAI generates an embedding and a one-line summary of the issue.
- 3Postgres returns the closest open ticket by vector distance.
- 4A logic step compares the score against a high-confidence threshold.
- 5If matched, Slack posts the candidate pair with summaries and an Approve button.
- 6On approval, Zendesk merges the new ticket into the canonical one and adds an internal note.
Set it up
What you configure once, before turning it on.
- 1Connect ZendeskTickets, queues, knowledge base.
- 2Connect OpenAIModels, embeddings, files.
- 3Connect PostgresAny Postgres URL — query, write, migrate.
- 4Connect SlackChannels, DMs, threads, mentions.
- 5Set each agent's modelWe leave models unset so you pick the tier — fast + cheap, or top-quality.
- 6Tune it to your dataEdit the prompts, filters, and field mappings so it matches how your team works.
- 7Test, 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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