CUSTOMER SUPPORT
Investigate Emerging Ticket Spikes and Recommend a Response
When a Zendesk tag's ticket volume spikes above its baseline, an agent investigates the cluster, decides whether it's a known issue or a documentation gap.
How it runs
The automated pipeline, trigger to output.
- TriggerWebhook: ticket tag spikes above baselineHTTP webhook
- ActionPull recent tickets for the spiking tagZendesk
- LogicClassify as doc gap or live incidentOpenAI
- ActionDraft help article for doc gapsOpenAI
- ActionOpen incident alert for outagesPagerDuty
- OutputPost triage summary to SlackSlack
What it does
This is an agent-driven responder for sudden surges. When one ticket tag jumps well above its normal rate, the agent reads the affected tickets, works out whether customers are hitting a real outage or just missing docs, and takes the right action: draft a help article for a doc gap, or page on-call if it looks like an incident.
When to use it
Use it when ticket spikes catch you off guard and you want triage and a recommendation before a human even logs in. Good for teams balancing knowledge-base maintenance against incident response.
How it works
- 1A webhook fires when monitoring detects a tag spiking above baseline.
- 2The agent pulls the recent tickets carrying that tag from Zendesk.
- 3It reasons over the cluster to classify it as a documentation gap or a live incident.
- 4If it's a doc gap, the agent drafts a help-center article and posts it to Slack for review.
- 5If it looks like an incident, the agent opens a PagerDuty alert with the ticket evidence and impact summary.
- 6Either way, it leaves a summary note back on the originating Slack thread.
Set it up
What you configure once, before turning it on.
- 1Connect ZendeskTickets, queues, knowledge base.
- 2Connect OpenAIModels, embeddings, files.
- 3Connect SlackChannels, DMs, threads, mentions.
- 4Connect PagerDutyIncidents, on-call, escalations.
- 5Connect HTTP webhookTrigger any URL on agent actions.
- 6Set each agent's modelWe leave models unset so you pick the tier — fast + cheap, or top-quality.
- 7Tune it to your dataEdit the prompts, filters, and field mappings so it matches how your team works.
- 8Test, then turn it onRun once against a sample, confirm the output, then enable the trigger.
More Customer Support workflows
Flag Live Intercom Chats With No Help Article and Alert Slack
When an Intercom conversation closes, checks whether the customer's question is already covered by a help article.
Negative VIP CSAT to Owner Callback Scheduler
When a VIP submits a low Intercom CSAT rating, drafts a recovery note with an LLM and books a callback on the account owner's Google Calendar within their working hours.
CEO Agent: Mine Last Month's Tickets and Publish a Deflection Plan
Monthly, an agent investigates the top recurring Zendesk ticket themes, drafts and publishes the highest-confidence help articles to ReadMe.
Mine a Discord Support Channel for Recurring Questions to Document
On a daily schedule, scans a Discord support channel for questions the community keeps asking, deduplicates against existing ReadMe docs.
Daily VIP Sentiment Digest for Account Owners
Each morning, pulls the prior day's Intercom conversations for VIP accounts, summarizes the overall mood per account with an LLM.
VIP Reply Sentiment Watcher with Account-Owner Escalation
Scores every inbound Intercom reply from a VIP customer for frustration and, when it crosses the anger threshold, pings the account owner in Slack with the conversation link…
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.