CUSTOMER SUPPORT
Nightly sweep to auto-tag and re-prioritize stale tickets
Runs on a schedule, pulls every untriaged or unupdated Zendesk ticket, has an LLM assign tags and a fresh priority to each, writes them back, and posts a backlog summary to Slack.
How it runs
The automated pipeline, trigger to output.
- TriggerDaily schedule fires
- ActionQuery untagged or stale Zendesk ticketsZendesk
- ActionClassify tags + priority per ticket with OpenAIOpenAI
- ActionWrite tags + priority back to ticketsZendesk
- OutputPost backlog digest to SlackSlack
What it does
On a daily schedule this sweeps the Zendesk backlog for tickets that are untagged or have gone stale without an update. It batches them through an LLM that assigns topic tags and a current priority for each, writes the results back to every ticket, and posts a digest to Slack summarizing how many were re-triaged and which now sit at high priority.
When to use it
Use this as a safety net behind real-time triage, to catch tickets that slipped through, were created by integrations without tags, or have aged past their original priority. It keeps the queue clean without an agent manually auditing it.
How it works
- 1A daily schedule triggers the flow.
- 2Zendesk is queried for untagged or unupdated tickets within the lookback window.
- 3Each ticket is classified by OpenAI for tags and an updated priority.
- 4Tags and priority are written back to each ticket in Zendesk.
- 5A summary digest of counts and newly high-priority tickets is posted to Slack.
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.
- 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 Customer Support workflows
Close the loop with requesters when a Linear bug moves to Done
When a Linear issue created from a support escalation moves to Done after deploy, look up the originating Zendesk tickets and notify each requester that their reported bug is…
Reopen and notify Front conversations when their bug fix deploys
When a deploy resolves a Sentry issue, find the snoozed or closed Front conversations linked to it, reopen them, and send the customer a reply that the fix is now live.
Suggest the right Loom video by classifying Intercom message intent
Reads each new inbound Intercom conversation, classifies what the customer is trying to do, and surfaces the best-matching Loom walkthrough to the agent as an internal note.
Draft personalized fix-live replies for support to review
When a Sentry issue resolves, an agent reads each linked ticket's full thread and drafts a tailored 'your fix is live' reply per requester.
Send a tailored Loom onboarding sequence on Front first-reply
When a new customer's first email lands in Front, this picks the Loom onboarding walkthroughs matching their plan and use case, builds a friendly sequenced reply.
Article Volume-Rebound Early Warning (Datadog)
Streams support ticket-tag events into Datadog, watches for topics whose volume is reaccelerating against a decaying article.
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.