TICKET MANAGEMENT
Real-time duplicate check via webhook with a Postgres fingerprint index
Receives a ticket-created webhook from any channel, computes a fingerprint from customer and normalized issue text, checks a Postgres index for a recent match.
How it runs
The automated pipeline, trigger to output.
- TriggerTicket-created webhook receivedHTTP webhook
- LogicNormalize text and compute fingerprintOpenAI
- ActionLook up fingerprint in Postgres indexPostgres
- LogicBranch: match found vs. new
- ActionInsert canonical fingerprint if newPostgres
- OutputReturn merge decision and canonical URLHTTP webhook
What it does
Provides a fast, channel-agnostic duplicate check that any support tool can call at ticket creation. It fingerprints the customer plus normalized issue text, looks the fingerprint up in a Postgres index, and synchronously returns whether the ticket is a duplicate and which existing ticket is canonical.
When to use it
Use when you run multiple support systems and want one shared deduplication service they all hit on ticket creation, rather than wiring separate logic into each tool.
How it works
- 1A ticket-created webhook triggers the flow with customer, subject, and body.
- 2An OpenAI step normalizes the issue text and produces a stable fingerprint.
- 3Query the Postgres fingerprint index for a match within the lookback window.
- 4Branch on whether a recent canonical fingerprint exists.
- 5If new, insert the fingerprint with the ticket URL as canonical.
- 6Return a webhook response with the merge decision and canonical ticket URL for the caller to act on.
Set it up
What you configure once, before turning it on.
- 1Connect HTTP webhookTrigger any URL on agent actions.
- 2Connect OpenAIModels, embeddings, files.
- 3Connect PostgresAny Postgres URL — query, write, migrate.
- 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 this workflow in your colony.
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