TICKET MANAGEMENT
Score every new Zendesk ticket for breach risk and route the risky ones
On each new Zendesk ticket, predicts its breach probability from the live queue depth, priority, and historical resolution times for its type.
How it runs
The automated pipeline, trigger to output.
- TriggerNew Zendesk ticket createdZendesk
- ActionRead group queue depth + ticket attributesZendesk
- LogicCompute breach-risk score
- LogicSplit high-risk vs normal
- ActionTag + route high-risk to fast-track groupZendesk
- OutputPost risk score + reason to SlackSlack
What it does
The moment a ticket is created in Zendesk, this workflow estimates how likely it is to breach SLA given the current queue conditions it's walking into. It combines the live queue depth for its group, the ticket's priority and type, and the historical resolution distribution for similar tickets to produce a breach-risk score, then acts on the riskiest ones immediately.
When to use it
Use this when you want triage decisions made at intake instead of after a ticket has aged. Best for queues where backlog state at arrival strongly predicts whether a ticket lands on time.
How it works
- 1A new-ticket event fires from Zendesk.
- 2Reads current open-ticket depth for the assigned group and the new ticket's attributes.
- 3Computes a breach-risk score from queue depth, priority, and typical resolution time for the ticket type.
- 4A branch splits high-risk from normal tickets at a configurable threshold.
- 5For high-risk tickets, applies a priority-lane tag and assigns to the fast-track group in Zendesk.
- 6Posts the risk score and reason to Slack so triage can confirm.
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.
More Ticket Management workflows
Enrich Discord bug reports with Sentry errors before filing in Linear
Takes a Discord bug report, has an LLM pull out likely error signatures, searches Sentry for matching events.
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.
14-day trial. No DevOps. No Sales call. Provisioned in under a minute.