TICKET MANAGEMENT
Agentic pre-escalation: draft remediation and page on-call for tickets about to breach
Every 10 minutes, a CEO agent reviews tickets forecast to breach SLA, drafts a customer holding reply and an internal action plan, escalates the most critical via PagerDuty.
How it runs
The automated pipeline, trigger to output.
- TriggerEvery 10 minutes
- ActionFetch forecast-to-breach tickets with contextZendesk
- LogicAgent assesses severity, tier, and cause
- ActionDraft holding reply + action plan onto ticketZendesk
- LogicPage on-call only if judged criticalPagerDuty
- OutputLog decisions + rationale to SlackSlack
What it does
This is the agent-driven version of breach prevention. An agent reviews the set of tickets forecast to miss SLA, reasons about each one's customer impact and root cause, drafts a tailored holding reply to the customer plus an internal remediation plan, and pages on-call only for the genuinely critical cases. It handles the judgment work a static rule can't.
When to use it
Use this when at-risk tickets need contextual handling, not just a priority bump, and when over-paging is a real cost. Suited to high-value accounts where a thoughtful pre-breach touch matters.
How it works
- 1A schedule fires every 10 minutes.
- 2Pulls tickets flagged as forecast-to-breach from Zendesk with full context.
- 3The agent assesses each ticket's severity, customer tier, and likely cause.
- 4It drafts a customer holding reply and an internal action plan, posting both to the Zendesk ticket.
- 5A branch pages on-call via PagerDuty only for tickets it judges critical.
- 6Logs each decision and rationale to Slack for auditability.
Set it up
What you configure once, before turning it on.
- 1Connect ZendeskTickets, queues, knowledge base.
- 2Connect PagerDutyIncidents, on-call, escalations.
- 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.
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Run this workflow in your colony.
14-day trial. No DevOps. No Sales call. Provisioned in under a minute.