TICKET MANAGEMENT
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.
How it runs
The automated pipeline, trigger to output.
- TriggerWeekly schedule (Friday)
- ActionQuery Zendesk reopens grouped by solving agentZendesk
- LogicCompute reopen rate, flag above-average agents
- LogicSummarize top reopen reason per flagged agent
- OutputEmail private coaching digest to managerGmail
What it does
Builds a per-agent view of premature closures. For every support agent it counts how many of their solved tickets reopened that week and summarizes the dominant reopen reason, giving managers a coaching signal grounded in real outcomes rather than gut feel.
When to use it
Use this in weekly one-on-ones or QA reviews when you want to coach individual agents on close quality. It separates agents who close clean from those whose solves bounce back, without singling anyone out publicly.
How it works
Every Friday the workflow queries Zendesk for tickets that reopened after being solved in the past 7 days, grouped by the agent who solved them. A logic step computes each agent's reopen rate against their total solves and flags agents above the team average. For flagged agents it summarizes the most frequent reopen tag or reason. The compiled digest, one section per agent with example ticket links and the headline reason, is sent as a private email to the support manager via Gmail.
Set it up
What you configure once, before turning it on.
- 1Connect ZendeskTickets, queues, knowledge base.
- 2Connect GmailRead, draft, send, label.
- 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 this workflow in your colony.
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