TICKET MANAGEMENT
SLA Pause Auditor: Open Linear Investigations for Repeat Pause-Gaming Agents
Weekly, aggregates flagged illegitimate pauses per agent and, when an agent crosses a repeat-offense threshold, automatically opens a Linear issue for the QA team…
How it runs
The automated pipeline, trigger to output.
- TriggerWeekly schedule fires the aggregation
- ActionPull per-agent pause violations for the week from BigQueryBigQuery
- LogicKeep only agents above the repeat-offense threshold
- ActionCreate a Linear investigation issue per agent with evidenceLinear
- OutputPost summary of opened issues to SlackSlack
What it does
This turns scattered pause-gaming flags into accountable follow-up. Once a week it tallies how many times each agent paused the SLA clock under 'waiting on customer' while the customer had actually replied. Agents below the tolerance threshold are ignored; agents above it get a Linear issue opened automatically in the QA/coaching team's queue, pre-filled with the offending ticket IDs, dates, and the paused minutes saved, so a manager has a complete evidence trail to act on.
When to use it
Use it when one-off Slack pings get lost and you need a tracked, assignable workstream for coaching or escalation, with a clear paper trail per agent.
How it works
- 1A weekly schedule fires the aggregation.
- 2Pull the week's audited pause violations per agent from BigQuery.
- 3Branch: keep only agents whose violation count exceeds the threshold.
- 4For each, assemble the evidence trail of tickets, dates, and paused minutes.
- 5Create a Linear investigation issue assigned to the QA team.
- 6Post a summary of issues opened to Slack.
Set it up
What you configure once, before turning it on.
- 1Connect BigQueryDatasets, queries, schemas.
- 2Connect LinearIssues, projects, cycles, triage.
- 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
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.
Deduplicate Discord bug reports against existing Linear issues
Before creating anything, searches Linear for issues matching a new Discord bug report; if a duplicate exists it comments and links the report there, otherwise it opens a fresh…
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.
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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