TICKET MANAGEMENT
Score Every New Ticket's Breach Risk and Route on Arrival
On each new Front conversation, predicts its SLA-breach risk from priority, customer tier, and live queue depth.
How it runs
The automated pipeline, trigger to output.
- TriggerNew Front conversation createdFront
- LogicRead priority, tier, tags from ticket
- ActionQuery live queue depth and handle-time from PostgresPostgres
- LogicBranch: high-risk vs normal
- ActionCreate fast-track task in ClickUp with SLA due dateClickUp
- OutputTag Front conversation with risk bandFront
What it does
Intercepts tickets the moment they arrive, predicts whether they are likely to miss SLA given current queue conditions, and fast-tracks the dangerous ones before they ever sit in the backlog.
When to use it
When breaches are best prevented at intake, not mid-flight. Use it to make sure a high-tier or complex ticket lands in front of the right team instantly instead of waiting in the general queue.
How it works
- 1A webhook fires when Front creates a new conversation.
- 2Reads the ticket's priority, customer tier, subject, and tags.
- 3Queries Postgres for live queue depth and recent handle-time stats to estimate likely time-to-first-response.
- 4A branch classifies the ticket as high-risk or normal based on predicted breach probability.
- 5For high-risk tickets, creates a fast-track task in a dedicated ClickUp list with due date set to the SLA target and a priority flag.
- 6Tags the Front conversation with its risk band so agents see the prediction inline; normal tickets pass through untouched.
Set it up
What you configure once, before turning it on.
- 1Connect FrontShared inbox, conversations.
- 2Connect PostgresAny Postgres URL — query, write, migrate.
- 3Connect ClickUpDocs + tasks + chats in one workspace.
- 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 it inside a business
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Run this workflow in your colony.
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