TICKET MANAGEMENT
Link duplicate Intercom and Front tickets via an Airtable issue registry
Maintains a single Airtable registry of customer issues so a request that arrives in Intercom and again in Front gets linked to one canonical record.
How it runs
The automated pipeline, trigger to output.
- TriggerNew ticket in Intercom or FrontIntercom
- ActionLook up customer in Airtable registryAirtable
- LogicBranch: existing issue vs. new
- ActionCreate or update canonical registry rowAirtable
- ActionBacklink ticket to canonical recordFront
- OutputNote sibling tickets on Intercom threadIntercom
What it does
Gives you one source of truth across two support channels. When a new ticket opens in either Intercom or Front, the flow looks up the customer in an Airtable issue registry; a match links the new ticket to the existing canonical record, while a miss creates a fresh registry entry.
When to use it
Use when the same customer reaches you on chat (Intercom) and email (Front) about the same problem and you need agents in both tools to know the issue is already being worked.
How it works
- 1A new ticket in Intercom or Front triggers the flow.
- 2Query the Airtable registry for an open issue from the same customer email.
- 3Branch on whether a canonical record already exists.
- 4If new, create a registry row with the customer, channel, and ticket URL.
- 5If a match exists, append this ticket to the record's linked-tickets field.
- 6Write a backlink note onto the channel ticket pointing to the canonical record and its sibling tickets.
Set it up
What you configure once, before turning it on.
- 1Connect IntercomConversations, contacts, articles.
- 2Connect FrontShared inbox, conversations.
- 3Connect AirtableBases, tables, views, automations.
- 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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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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