TICKET MANAGEMENT
Close the loop with Intercom customers when their Linear bug ships
When a Linear bug issue moves to Done, this finds every Intercom conversation linked to it, drafts a tailored fix-shipped reply for each.
How it runs
The automated pipeline, trigger to output.
- TriggerLinear issue moved to DoneLinear
- ActionFind linked Intercom conversationsPostgres
- LogicFilter conversations needing follow-up
- ActionDraft per-customer fix replyOpenAI
- ActionAttach draft + reopen conversationIntercom
- OutputMark follow-up sent in PostgresPostgres
What it does
Closes the support loop automatically when engineering ships a fix. The moment a Linear issue transitions to Done, it looks up all Intercom conversations tied to that issue in Postgres, drafts a personalized "this is fixed" reply referencing each customer's original report, and reopens the conversation as a snoozed draft for agent review.
When to use it
When bugs get fixed but the customers who reported them never hear back, eroding trust and generating "is this fixed yet?" follow-ups weeks later.
How it works
- 1A Linear issue moving to Done fires the trigger.
- 2The flow queries Postgres for all Intercom conversation IDs linked to that issue.
- 3A logic step filters to conversations still open or recently closed where a follow-up is warranted.
- 4An OpenAI step drafts a per-customer reply referencing their specific report and the fix.
- 5The flow attaches each draft to its Intercom conversation and reopens it for agent review.
- 6It marks the linked records in Postgres as follow-up-sent to avoid duplicates.
Set it up
What you configure once, before turning it on.
- 1Connect LinearIssues, projects, cycles, triage.
- 2Connect PostgresAny Postgres URL — query, write, migrate.
- 3Connect OpenAIModels, embeddings, files.
- 4Connect IntercomConversations, contacts, articles.
- 5Set each agent's modelWe leave models unset so you pick the tier — fast + cheap, or top-quality.
- 6Tune it to your dataEdit the prompts, filters, and field mappings so it matches how your team works.
- 7Test, 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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