TICKET MANAGEMENT
Collapse Duplicate Outage Tickets into One Incident and Notify Reporters
During a spike of inbound Zendesk tickets, detects when many describe the same outage, links them to a single master incident ticket.
How it runs
The automated pipeline, trigger to output.
- TriggerInbound ticket spike detectedZendesk
- ActionFetch the recent ticket burstZendesk
- ActionDetect shared outage and draft update with OpenAIOpenAI
- LogicProceed only if tickets share one incident
- ActionLink duplicates to a master incident ticketZendesk
- OutputEmail all reporters one shared status updateGmail
What it does
Handles ticket storms during incidents. When inbound volume spikes, it determines whether the surge is many reports of one outage, designates a master incident ticket, attaches the duplicates to it, and sends all affected reporters a single coordinated update instead of scattered replies.
When to use it
Use it during outages or widespread bugs when dozens of customers report the same thing within minutes. It keeps agents from answering the same question repeatedly and gives reporters one clear, consistent message.
How it works
- 1A spike in new Zendesk tickets within a short window triggers the flow.
- 2Fetch the recent burst of tickets from the Zendesk API.
- 3Use OpenAI to decide if the burst is one shared outage and draft a unified status message.
- 4Branch: only proceed if the tickets converge on a single incident.
- 5Designate a master incident ticket and link all duplicates to it in Zendesk.
- 6Email every reporter the shared status update via Gmail and set the duplicates to pending.
Set it up
What you configure once, before turning it on.
- 1Connect ZendeskTickets, queues, knowledge base.
- 2Connect OpenAIModels, embeddings, files.
- 3Connect GmailRead, draft, send, label.
- 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 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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