TICKET MANAGEMENT
Agent-driven duplicate investigation and consolidation for ambiguous matches
For tickets that score in the gray zone of similarity, an agent reads both tickets in full, decides whether they are truly the same issue.
How it runs
The automated pipeline, trigger to output.
- TriggerGray-zone candidate pair flagged
- ActionFetch both full ticketsZendesk
- ActionAgent reasons over root causeOpenAI
- LogicConfident duplicate vs uncertain
- ActionConsolidate under canonical + rationaleZendesk
- OutputEscalate uncertain pairs to SlackSlack
What it does
Threshold matching is decisive at the extremes but unreliable in the middle band where tickets look similar but may be distinct issues. This workflow routes those gray-zone candidates to an agent that reads the full text of both tickets, reasons about whether they share a root cause, and either consolidates them or escalates with its reasoning recorded.
When to use it
When false-positive merges are costly and you want judgment, not just cosine distance, on borderline pairs. Pairs cleanly with any of the automatic matchers handling the high-confidence cases.
How it works
- 1A gray-zone candidate pair (mid-range similarity) triggers the flow.
- 2The agent fetches both full tickets from Zendesk.
- 3The agent reasons over symptoms, error messages, and timing to judge sameness.
- 4A branch acts on the agent's verdict.
- 5On a confident duplicate, it links the tickets under one canonical thread with a written rationale.
- 6On uncertainty, it posts the pair and reasoning to Slack for a human to decide.
Set it up
What you configure once, before turning it on.
- 1Connect ZendeskTickets, queues, knowledge base.
- 2Connect OpenAIModels, embeddings, files.
- 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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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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