TICKET MANAGEMENT
Hourly Zendesk Spike Scan with Slack War-Room Trigger
Runs every hour to detect when a single ticket category in Zendesk spikes above its normal baseline.
How it runs
The automated pipeline, trigger to output.
- TriggerHourly schedule
- ActionFetch last hour of Zendesk tickets by categoryZendesk
- LogicCompare bucket volume to trailing baseline in PostgresPostgres
- LogicNo spike -> update baseline and exit
- ActionCreate Slack incident war-room channelSlack
- OutputSeed channel with spiking category and ticket linksSlack
What it does
Detects emerging incidents before a human triages them. On a schedule it pulls the last hour of Zendesk tickets, buckets them by category and product area, and compares each bucket's volume against the trailing baseline stored in Postgres. A statistically significant spike creates a dedicated Slack channel and seeds it with the evidence.
When to use it
Use it when a real outage shows up as a sudden wave of tickets long before monitoring alerts fire. Ideal for ops teams who want the war room opened automatically the moment customer reports cluster, instead of waiting for an on-call engineer to connect the dots.
How it works
- 1An hourly schedule starts the run.
- 2Recent Zendesk tickets are fetched and grouped by category.
- 3Each bucket's count is compared to its trailing baseline in Postgres.
- 4If no bucket exceeds the spike multiplier, the baseline is updated and the run ends.
- 5On a confirmed spike, a new Slack incident channel is created.
- 6The channel is seeded with the spiking category, ticket count, and direct links to the contributing Zendesk tickets.
Set it up
What you configure once, before turning it on.
- 1Connect ZendeskTickets, queues, knowledge base.
- 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.