TICKET MANAGEMENT
Cluster Outage Zendesk Tickets Under One Master Ticket
Reads the surge of new Zendesk tickets during an outage, groups the ones describing the same problem, links each to a single master ticket.
How it runs
The automated pipeline, trigger to output.
- TriggerNew Zendesk ticket createdZendesk
- ActionClassify ticket against active outage signatureOpenAI
- LogicBranch: matches an active outage?
- ActionLink ticket to master ticket and tag with incident referenceZendesk
- OutputSend uniform acknowledgment reply to reporterZendesk
What it does
When something breaks, customers flood Zendesk with the same complaint worded a hundred different ways. This workflow reads incoming tickets, uses the agent to judge which ones describe the same underlying issue, links each duplicate to a designated master ticket, and replies to every reporter with the same status message. Agents then triage one master instead of a wall of repeats.
When to use it
Use during a known or suspected outage when ticket volume spikes and free-text complaints don't share a clean tag. Ideal for support teams who want a single thread of truth and uniform customer messaging without manually merging dozens of tickets.
How it works
- 1A new Zendesk ticket triggers the flow.
- 2The agent reads the ticket and recent open tickets, classifying whether it matches an active outage signature.
- 3A branch routes outage-related tickets versus unrelated ones.
- 4Matched tickets are linked to the master ticket as related and tagged with the incident reference.
- 5The reporter receives a uniform acknowledgment reply from the master ticket's status.
Set it up
What you configure once, before turning it on.
- 1Connect ZendeskTickets, queues, knowledge base.
- 2Connect OpenAIModels, embeddings, 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 it inside a business
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Run this workflow in your colony.
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