TICKET MANAGEMENT
Agentic triage and reply draft for reopened Front backlash
For each reopened Front ticket that turns negative, an agent investigates the full history, classifies the root cause, drafts an empathetic recovery reply.
How it runs
The automated pipeline, trigger to output.
- TriggerFront conversation reopenedFront
- ActionGather thread + customer historyPostgres
- ActionClassify root cause and draft replyOpenAI
- LogicBacklash case or routine?
- OutputPost draft + routing as Front commentFront
What it does
Handles the messy judgment work a reopen demands. An agent reads the entire conversation history plus prior closed tickets for the same customer from Postgres, figures out why the fix failed, and writes a recovery-oriented draft reply that acknowledges the repeat trouble. It then recommends who should own the thread and leaves everything staged for a human to send.
When to use it
Choose this when reopened, angry tickets need real context and a careful response, not a template, and you want a strong first draft and routing recommendation ready the moment the ticket reopens.
How it works
- 1Front fires a conversation-reopened event that the agent picks up.
- 2The agent gathers the current thread and the customer's prior closed tickets from Postgres.
- 3It classifies root cause and customer mood, then drafts a recovery reply and picks a recommended owner.
- 4A logic gate holds low-risk reopens for normal queue handling.
- 5For backlash cases, it posts the draft and routing recommendation as an internal Front comment for human review.
Set it up
What you configure once, before turning it on.
- 1Connect FrontShared inbox, conversations.
- 2Connect PostgresAny Postgres URL — query, write, migrate.
- 3Connect OpenAIModels, embeddings, files.
- 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.
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