TICKET MANAGEMENT
Compute a Blended Severity Score for Inbound Tickets via Webhook
Accepts any ticket payload on a webhook, blends the requester's account ARR from Postgres with the reported impact to produce a 0-100 severity score.
How it runs
The automated pipeline, trigger to output.
- TriggerInbound ticket webhookHTTP webhook
- ActionFetch account ARR and seats from PostgresPostgres
- LogicBlend ARR and reported impact into 0-100 score
- LogicBucket score into severity tier
- OutputReturn score and rationale to callerHTTP webhook
What it does
This is the engine-agnostic scoring core for revenue-weighted triage. It takes a normalized ticket over a webhook, pulls the account's ARR from your warehouse, combines it with the customer-reported impact, and returns a single blended severity score and tier you can drive any downstream automation from.
When to use it
Reach for this when your tickets originate in a homegrown or unsupported tool and you want one consistent severity formula across every channel rather than per-tool rules. It is the building block to call from other workflows.
How it works
- 1An inbound HTTP webhook delivers the ticket with account id and a reported-impact field.
- 2The flow queries Postgres for that account's ARR and active-seat count.
- 3A logic step normalizes ARR and reported impact onto a 0-100 scale and blends them with configurable weights into a final score.
- 4A branch buckets the score into Critical, High, Medium, or Low tiers.
- 5The flow posts the score, tier, and a short rationale back to the caller's response URL so the source system can act on it.
Set it up
What you configure once, before turning it on.
- 1Connect HTTP webhookTrigger any URL on agent actions.
- 2Connect PostgresAny Postgres URL — query, write, migrate.
- 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.