TICKET MANAGEMENT
Dedupe Intercom bug reports against open Linear issues before filing
Before turning an Intercom bug into a Linear issue, search existing open Linear issues for a match; if found, attach the conversation as another report instead of creating…
How it runs
The automated pipeline, trigger to output.
- TriggerConversation flagged as confirmed bugIntercom
- ActionExtract bug summary and error stringsOpenAI
- ActionSearch open Linear issues for a matchLinear
- LogicDecide match vs. new bug
- ActionLink conversation to matched issue or create newLinear
- OutputReport outcome back to IntercomIntercom
What it does
Takes a confirmed bug from an Intercom conversation and checks whether it's already tracked in Linear. If a matching open issue exists, it links the new conversation to that issue and bumps a customer-impact count; only genuinely new bugs create a fresh issue. This keeps one ticket per defect even when many customers report the same thing.
When to use it
When the same outage or regression generates a flood of Intercom tickets and you don't want fifty near-identical Linear issues — you want one issue with fifty linked reports.
How it works
- 1An Intercom conversation already classified as a bug fires the flow (trigger).
- 2The bug summary and key error strings are extracted from the conversation.
- 3Linear is searched for open issues with overlapping titles, labels, or error text.
- 4A branch decides match vs. no-match using semantic similarity.
- 5If matched, a comment with the conversation link is added to the existing Linear issue and its impact count is incremented.
- 6If no match, a new Linear issue is created.
- 7The outcome (linked or created) is posted back to the Intercom conversation.
Set it up
What you configure once, before turning it on.
- 1Connect IntercomConversations, contacts, articles.
- 2Connect LinearIssues, projects, cycles, triage.
- 3Connect OpenAIModels, embeddings, files.
- 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
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.
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