CUSTOMER SUPPORT
Open a Linear issue from an escalated Front conversation
When a Front conversation is tagged for engineering escalation, summarize the customer problem and create a Linear issue with the brief.
How it runs
The automated pipeline, trigger to output.
- TriggerFront escalation tag addedFront
- LogicFilter to escalation tag only
- ActionFetch conversation messagesFront
- ActionDraft structured issue with LLMOpenAI
- ActionCreate Linear issueLinear
- OutputLink issue back into Front threadFront
What it does
When support tags a Front conversation as an engineering escalation, this workflow turns the thread into a clean, reproducible bug report: it summarizes the customer's problem, expected vs. actual behavior, and steps mentioned, then files a Linear issue and drops the issue link back into Front so support can track it.
When to use it
Use it when frontline support hands hard bugs to engineering and you want a consistent, deduplicated escalation path instead of pasted screenshots in a triage channel.
How it works
- 1Front fires a `tag added` event; the workflow checks the tag is the escalation tag and exits otherwise.
- 2It fetches the conversation messages from Front.
- 3An OpenAI call drafts a structured issue: title, summary, repro steps, and customer impact.
- 4The workflow creates a Linear issue in the support-triage team with that body.
- 5It posts the new Linear issue URL back to the Front conversation as a private comment.
Set it up
What you configure once, before turning it on.
- 1Connect FrontShared inbox, conversations.
- 2Connect OpenAIModels, embeddings, files.
- 3Connect LinearIssues, projects, cycles, triage.
- 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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