TICKET MANAGEMENT
Agent-driven duplicate triage linking tickets to a canonical incident
An agent reviews each incoming support ticket against open incidents and recent tickets, decides whether it is a duplicate, a related symptom, or net-new, and links duplicates…
How it runs
The automated pipeline, trigger to output.
- TriggerNew support ticket arrives
- ActionSearch open incidents and recent ticketsLinear
- LogicAgent classifies duplicate / related / newOpenAI
- ActionLink to or create canonical incidentLinear
- OutputPost rationale and backlink, notify channelSlack
What it does
Applies judgment, not just string matching. An agent reads each new ticket, gathers context from open Linear incidents and recent tickets, and classifies it as duplicate, related symptom of a known incident, or genuinely new — then files it accordingly with a written rationale.
When to use it
Use during outages or noisy periods when many tickets describe the same underlying incident in different words and a simple similarity score isn't enough to decide what's truly the same problem.
How it works
- 1A new support ticket triggers the agent.
- 2The agent searches open Linear incidents and recent tickets for related context.
- 3It reasons over the evidence to classify the ticket: duplicate, related symptom, or new.
- 4If duplicate or related, it links the ticket to the canonical Linear incident.
- 5It writes a rationale and backlink onto both the ticket and the incident.
- 6If net-new, it opens a new Linear incident as the canonical record for future links.
Set it up
What you configure once, before turning it on.
- 1Connect LinearIssues, projects, cycles, triage.
- 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 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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