TICKET MANAGEMENT
Reopened-Ticket Agent Coaching Loop
When a Zendesk ticket is reopened soon after solving, it attributes the cause to the solving agent and opens a private ClickUp coaching task with the ticket context…
How it runs
The automated pipeline, trigger to output.
- TriggerZendesk ticket reopened eventZendesk
- LogicConfirm reopen within N days of solve
- ActionDraft coaching note from ticket historyOpenAI
- ActionCreate coaching task for solving agent's lead in ClickUpClickUp
- OutputNotify lead in SlackSlack
What it does
It turns each reopened ticket into a concrete coaching action for the agent who solved it. Instead of a quarterly review surprise, the agent's lead gets a small, specific ClickUp task tied to the exact ticket while it's still fresh.
When to use it
Use it when you run regular 1:1s and want a steady, evidence-based feed of coaching moments rather than a vague feeling that someone keeps mis-solving. Best for teams that already track agent development in ClickUp.
How it works
- 1A Zendesk event fires the moment a solved ticket is reopened.
- 2A logic step checks the reopen happened within N days of the solve; older reopens are ignored as unrelated.
- 3An OpenAI step drafts a short coaching note: what likely went wrong and one talking point for the 1:1.
- 4Create a ClickUp task in the solving agent's coaching list, assigned to their lead, with the ticket link and the drafted note.
- 5Post a quiet heads-up to the lead's Slack so the task isn't missed.
Set it up
What you configure once, before turning it on.
- 1Connect ZendeskTickets, queues, knowledge base.
- 2Connect OpenAIModels, embeddings, files.
- 3Connect ClickUpDocs + tasks + chats in one workspace.
- 4Connect SlackChannels, DMs, threads, mentions.
- 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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