TICKET MANAGEMENT
Nightly cross-tool duplicate cluster sweep across Zendesk and Front
On a nightly schedule, pulls the day's tickets from both Zendesk and Front, clusters them by semantic similarity.
How it runs
The automated pipeline, trigger to output.
- TriggerNightly schedule
- ActionPull today's Zendesk + Front ticketsZendesk
- ActionEmbed all tickets + store vectorsHugging Face
- LogicCluster by similarity, keep size >= 2
- ActionPersist clusters for approvalPostgres
- OutputPost duplicate-cluster digest to SlackSlack
What it does
Real-time matching catches pairs, but slow-burn duplicates accumulate across tools and days. This nightly sweep gathers every ticket created that day from both Zendesk and Front, embeds them, and groups near-identical reports into clusters. Instead of auto-merging across systems, it hands a triage lead a clean, ranked list to approve.
When to use it
When you run support across more than one tool and want a human checkpoint before merging. Ideal for catching duplicates that arrived hours apart or in different queues.
How it works
- 1A nightly schedule starts the run.
- 2The day's tickets are pulled from Zendesk and from Front.
- 3All ticket text is embedded with Hugging Face and stored in Postgres.
- 4A clustering step groups tickets whose vectors sit above the similarity threshold.
- 5A branch keeps only clusters with two or more members.
- 6A Slack digest lists each cluster with links and suggested canonical, ready for one-click approval.
Set it up
What you configure once, before turning it on.
- 1Connect ZendeskTickets, queues, knowledge base.
- 2Connect FrontShared inbox, conversations.
- 3Connect Hugging FaceModels, datasets, spaces — the open-source hub.
- 4Connect PostgresAny Postgres URL — query, write, migrate.
- 5Connect SlackChannels, DMs, threads, mentions.
- 6Set each agent's modelWe leave models unset so you pick the tier — fast + cheap, or top-quality.
- 7Tune it to your dataEdit the prompts, filters, and field mappings so it matches how your team works.
- 8Test, 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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