TICKET MANAGEMENT
Flag Likely-Duplicate Zendesk Tickets and Link Them for Agent Review
Scans newly created Zendesk tickets against recent tickets from the same requester, and when one looks like a duplicate.
How it runs
The automated pipeline, trigger to output.
- TriggerNew Zendesk ticket createdZendesk
- ActionFetch requester's recent ticketsZendesk
- ActionFind best match and score with OpenAIOpenAI
- LogicContinue only on a strong match
- ActionLink the two tickets as relatedZendesk
- OutputAdd internal duplicate-review note to bothZendesk
What it does
Catches probable duplicate Zendesk tickets without auto-merging anything. When a new ticket arrives, it compares it to the requester's recent tickets, and on a likely match it links the two and leaves a private note flagging the suspected duplicate for human judgment.
When to use it
Use it when your policy requires an agent to confirm merges, or when subjects are too ambiguous to auto-resolve. Ideal for high-volume queues where silent duplicates waste triage time but bad auto-merges erode trust.
How it works
- 1A new Zendesk ticket triggers the flow.
- 2Pull the same requester's tickets from the last 14 days via the Zendesk API.
- 3Ask OpenAI to compare subjects and bodies and return the best-matching ticket ID with a similarity score.
- 4Branch: if a strong match is found, continue; otherwise exit quietly.
- 5Link the new ticket to the matched one as related using the Zendesk API.
- 6Post an internal note on both tickets summarizing why they look like duplicates and prompting an agent to merge or dismiss.
Set it up
What you configure once, before turning it on.
- 1Connect ZendeskTickets, queues, knowledge base.
- 2Connect OpenAIModels, embeddings, files.
- 3Set each agent's modelWe leave models unset so you pick the tier — fast + cheap, or top-quality.
- 4Tune it to your dataEdit the prompts, filters, and field mappings so it matches how your team works.
- 5Test, 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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