TICKET MANAGEMENT
Cluster reopened tickets by failing macro
Watches for Zendesk tickets that reopen after being marked solved, groups them by the macro applied at close.
How it runs
The automated pipeline, trigger to output.
- TriggerDaily schedule (every morning)
- ActionQuery Zendesk for solved-then-reopened ticketsZendesk
- LogicKeep reopens within 72h of solve
- ActionRead ticket audits to find macro applied at closeZendesk
- LogicGroup reopens by macro, drop below threshold
- OutputPost ranked failing-macro table to SlackSlack
What it does
Finds tickets that customers reopen shortly after an agent closes them as solved, then traces each reopen back to the macro that was applied at close time. It clusters reopens by macro so you can see which canned responses are not actually resolving the issue.
When to use it
Run this when your solved-then-reopened rate is creeping up and you suspect specific macros are closing tickets prematurely. It turns a vague "our macros are bad" hunch into a ranked, evidence-backed list.
How it works
Each morning the workflow queries Zendesk for tickets whose status flipped from solved back to open within the last 7 days. A filter step keeps only reopens that happened inside a 72-hour window of the solve. It reads each ticket's audit events to identify the macro applied at close, then groups the reopens by that macro and counts them. Macros below a minimum reopen threshold are dropped as noise. The final step posts a ranked table to a Slack channel: macro name, reopen count, and example ticket links for the support lead to review.
Set it up
What you configure once, before turning it on.
- 1Connect ZendeskTickets, queues, knowledge base.
- 2Connect SlackChannels, DMs, threads, mentions.
- 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
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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