TICKET MANAGEMENT
Audit every Front reassignment to Postgres with a Slack digest
Capture each conversation reassignment in Front as an immutable audit record in Postgres, and post a daily digest to Slack showing who handed off what and why.
How it runs
The automated pipeline, trigger to output.
- TriggerFront conversation assignee changedFront
- LogicNormalize from/to agent, actor, reason
- ActionAppend record to Postgres audit tablePostgres
- ActionAggregate day's reassignments (scheduled rollup)Postgres
- OutputPost daily handoff digest to SlackSlack
What it does
Listens for any assignee change on Front conversations and writes a tamper-evident record (conversation, from-agent, to-agent, timestamp, actor, reason if present) to a Postgres audit table. Once a day it rolls those records into a Slack digest so leads can see handoff patterns at a glance.
When to use it
Use it when reassignments are happening but nobody can answer "who moved this ticket and when." It gives you a defensible paper trail for coverage disputes, SLA reviews, and fairness checks across the team.
How it works
- 1A Front event fires whenever a conversation's assignee changes.
- 2A logic step normalizes the event into from/to agents, actor, channel, and any move reason.
- 3The record is appended to an append-only Postgres audit table keyed by conversation and timestamp.
- 4A daily schedule branch aggregates the day's reassignments by agent and reason.
- 5The aggregated digest is posted to a Slack channel for the support leads.
Set it up
What you configure once, before turning it on.
- 1Connect FrontShared inbox, conversations.
- 2Connect PostgresAny Postgres URL — query, write, migrate.
- 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.
More Ticket Management workflows
Enrich Discord bug reports with Sentry errors before filing in Linear
Takes a Discord bug report, has an LLM pull out likely error signatures, searches Sentry for matching events.
Front-to-Linear Recurring Bug Linker
When a Front ticket is tagged as a bug, it searches Linear for an existing matching issue and either links the ticket to that parent issue or opens a new tracked one.
Front Duplicate Conversation Clusterer
When a new Front conversation arrives, it semantically compares the report against open conversations.
Intercom Known-Issue Auto-Responder
When a new Intercom conversation matches a known active incident, it attaches the conversation to that incident's parent ticket and sends the customer the current status reply.
Weekly reopen-by-agent coaching digest
Aggregates each agent's solved-then-reopened tickets for the week, identifies the most common reopen reason per agent, and emails a private coaching digest to the support manager.
Escalate repeat reopens to a Linear bug
Detects when the same underlying issue reopens across multiple tickets, uses an AI agent to cluster them by root cause.
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.
14-day trial. No DevOps. No Sales call. Provisioned in under a minute.