TICKET MANAGEMENT
Log fast reopens to a warehouse for trend analysis
Captures every ticket that reopens within 24 hours of being solved, enriches it with the close macro and cited article.
How it runs
The automated pipeline, trigger to output.
- TriggerZendesk ticket reopened after solvedZendesk
- LogicKeep only reopens within 24h of solve
- ActionRead audit for close macro and cited articleZendesk
- OutputInsert enriched reopen row into Postgres warehousePostgres
What it does
Treats a same-day reopen as a hard signal of a failed resolution and records it the moment it happens. Each fast reopen is enriched with the macro applied at close and any cited help article, then stored as a structured row you can slice in BI tools over time.
When to use it
Use this when you want a durable, queryable history of failed resolutions rather than a one-off report, so you can chart reopen trends, correlate them with macro changes, and feed downstream dashboards.
How it works
The workflow fires in real time when a Zendesk ticket moves from solved back to open. A filter keeps only reopens that occurred within 24 hours of the solve, since those most clearly indicate the fix did not work. It reads the ticket audit to capture the close macro and scans the solving comment for an article reference. The enriched record, ticket ID, agent, macro, article, solve and reopen timestamps, is inserted into a Postgres warehouse table where reporting tools can aggregate reopen trends.
Set it up
What you configure once, before turning it on.
- 1Connect ZendeskTickets, queues, knowledge base.
- 2Connect PostgresAny Postgres URL — query, write, migrate.
- 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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