TICKET MANAGEMENT
AI-Triage At-Risk Tickets and Draft Fast Replies in Front
For tickets forecast to breach SLA soon, an agent classifies the issue, finds whether a quick canned answer applies, and drafts a ready-to-send reply in Front to speed resolution.
How it runs
The automated pipeline, trigger to output.
- TriggerEvery 20 minutes
- ActionPull at-risk Front conversations with historyFront
- LogicAgent classifies intent and complexityOpenAI
- LogicBranch: simple vs needs-human
- ActionSave tailored draft reply on Front conversationFront
- OutputPost triage digest to SlackSlack
What it does
Turns the SLA-breach forecast into action by having an AI agent triage each at-risk ticket, decide if it is quickly closable, and pre-draft a reply so the human agent only reviews and sends.
When to use it
When breaches happen not from neglect but from sheer volume, and many at-risk tickets are actually simple. Use it to shave handle time on the queue's deadline-pressured tail.
How it works
- 1A schedule fires every 20 minutes.
- 2Retrieves open Front conversations predicted to breach within 4 hours, with full message history.
- 3An agent reads each thread, classifies intent and complexity, and routes it: simple, needs-info, or escalate.
- 4A branch sends complex or sensitive tickets straight to a human with a summary, skipping auto-draft.
- 5For simple tickets, the agent composes a tailored draft reply and saves it as a Front draft on the conversation, tagged "SLA-risk: review and send."
- 6Posts a Slack digest grouping at-risk tickets by route so the team knows what is queued for review.
Set it up
What you configure once, before turning it on.
- 1Connect FrontShared inbox, conversations.
- 2Connect OpenAIModels, embeddings, files.
- 3Connect SlackChannels, DMs, threads, mentions.
- 4Set each agent's modelWe leave models unset so you pick the tier — fast + cheap, or top-quality.
- 5Tune it to your dataEdit the prompts, filters, and field mappings so it matches how your team works.
- 6Test, then turn it onRun once against a sample, confirm the output, then enable the trigger.
More Ticket Management workflows
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Front-to-Linear Recurring Bug Linker
When a Front ticket is tagged as a bug, it searches Linear for an existing matching issue and either links the ticket to that parent issue or opens a new tracked one.
Front Duplicate Conversation Clusterer
When a new Front conversation arrives, it semantically compares the report against open conversations.
Intercom Known-Issue Auto-Responder
When a new Intercom conversation matches a known active incident, it attaches the conversation to that incident's parent ticket and sends the customer the current status reply.
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.
Escalate repeat reopens to a Linear bug
Detects when the same underlying issue reopens across multiple tickets, uses an AI agent to cluster them by root cause.
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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