TICKET MANAGEMENT
AI Triage of Recurring Intercom Themes into Problem Records
An agent reviews each resolved Intercom conversation, matches it against known recurring themes.
How it runs
The automated pipeline, trigger to output.
- TriggerResolved Intercom conversationIntercom
- ActionAgent classifies conversation into recurring themeOpenAI
- ActionPersist theme membership and count to PostgresPostgres
- LogicTheme below critical mass -> exit
- ActionAgent drafts Linear problem recordLinear
- OutputFlag affected companies in Attio for outreachAttio
What it does
Uses an agent to read the actual content of resolved Intercom conversations and decide which recurring problem theme they belong to, rather than relying on rigid tag matching. When a theme accumulates enough conversations, the agent writes up a Linear problem record in plain language and marks every affected company in Attio so success teams can reach out before churn.
When to use it
Use it when your recurring issues hide behind inconsistent wording and customers describe the same bug ten different ways. Best for teams that want semantic grouping and an account-level view of who is impacted, not just a ticket count.
How it works
- 1A resolved Intercom conversation triggers the run.
- 2The agent classifies it against the catalog of known recurring themes, creating a new theme if none fit.
- 3Theme membership and counts are persisted to Postgres.
- 4If the theme has not reached critical mass, the run ends.
- 5The agent drafts a Linear problem record summarizing the theme, impact, and example quotes.
- 6Every affected company is flagged in Attio with a link to the problem record.
Set it up
What you configure once, before turning it on.
- 1Connect IntercomConversations, contacts, articles.
- 2Connect PostgresAny Postgres URL — query, write, migrate.
- 3Connect LinearIssues, projects, cycles, triage.
- 4Connect AttioReal-time CRM with structured data + powerful views.
- 5Connect OpenAIModels, embeddings, files.
- 6Set each agent's modelWe leave models unset so you pick the tier — fast + cheap, or top-quality.
- 7Tune it to your dataEdit the prompts, filters, and field mappings so it matches how your team works.
- 8Test, 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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