CUSTOMER SUPPORT
Route inbound priority tickets to the right on-call tier instantly
Fires when a new high-priority ticket arrives via webhook, classifies its severity and tight SLA window.
How it runs
The automated pipeline, trigger to output.
- TriggerWebhook: new priority ticketHTTP webhook
- LogicClassify severity vs. SLA window
- ActionStandard: notify Slack channelSlack
- ActionUrgent: page PagerDuty escalation policyPagerDuty
- OutputReturn routing decision in webhook responseHTTP webhook
What it does
At the moment a high-priority ticket is created, this workflow decides where it should go. Tickets with a generous SLA are dropped into Slack for normal pickup; tickets with an aggressive SLA window are escalated straight to PagerDuty so on-call is engaged before the clock becomes a problem.
When to use it
Use it when not every priority ticket deserves a page. You want loud alerts reserved for the genuinely time-critical work and everything else handled in the normal channel, decided automatically at intake instead of by a human triager.
How it works
- 1A webhook trigger receives the new-ticket event from your helpdesk.
- 2A logic step reads the ticket's priority and SLA target and classifies it: standard vs. urgent.
- 3Standard-window tickets branch to a Slack message in the support channel with the ticket link.
- 4Urgent-window tickets branch to a PagerDuty incident on the correct escalation policy.
- 5The routing decision and destination are echoed back as the webhook response for the caller's audit log.
Set it up
What you configure once, before turning it on.
- 1Connect HTTP webhookTrigger any URL on agent actions.
- 2Connect PagerDutyIncidents, on-call, escalations.
- 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.
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Run this workflow in your colony.
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