CUSTOMER SUPPORT
Daily digest of stalled escalations needing tier-2 attention
Each morning this scans Linear for escalated support issues with no engineering activity past their SLA, builds a prioritized digest with customer impact.
How it runs
The automated pipeline, trigger to output.
- TriggerWeekday morning schedule
- ActionQuery open customer-escalation issues in LinearLinear
- LogicFilter to issues past their SLA with no recent update
- LogicRank stalled issues by customer impact
- OutputPost prioritized digest to tier-2 lead in TeamsMicrosoft Teams
What it does
Catches escalations that fell through the cracks. It looks across open Linear issues tagged as customer escalations, finds the ones that have gone quiet beyond their SLA window, and assembles a single prioritized digest so the tier-2 lead can re-assign or chase them before customers churn.
When to use it
Use it when escalations are created reliably but follow-through is inconsistent, and you want a daily accountability sweep rather than per-ticket nagging. Best for support leads who run a morning triage standup.
How it works
- 1A scheduled trigger runs every weekday morning.
- 2The flow queries Linear for issues labeled `customer-escalation` that are still open.
- 3A filter keeps only issues whose last update is older than their SLA threshold.
- 4It enriches each stalled issue with customer plan tier and days-since-update to rank by impact.
- 5The ranked digest, with direct issue links and owners, is posted to the tier-2 lead channel in Microsoft Teams.
Set it up
What you configure once, before turning it on.
- 1Connect LinearIssues, projects, cycles, triage.
- 2Connect Microsoft TeamsChannels, chats, files.
- 3Set each agent's modelWe leave models unset so you pick the tier — fast + cheap, or top-quality.
- 4Tune it to your dataEdit the prompts, filters, and field mappings so it matches how your team works.
- 5Test, then turn it onRun once against a sample, confirm the output, then enable the trigger.
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Run this workflow in your colony.
14-day trial. No DevOps. No Sales call. Provisioned in under a minute.