TICKET MANAGEMENT
Nightly Zendesk duplicate sweep with merge and Slack report
Runs each night to cluster open Zendesk tickets by requester and similar subject, merges confirmed duplicates into the oldest as canonical.
How it runs
The automated pipeline, trigger to output.
- TriggerNightly schedule fires
- ActionFetch open Zendesk tickets (24h)Zendesk
- LogicCluster by requester and similarityOpenAI
- LogicKeep clusters above confidence threshold
- ActionMerge clusters into oldest canonical ticketZendesk
- OutputPost merge digest to SlackSlack
What it does
Catches duplicates that slipped past real-time checks. On a nightly schedule it pulls all open Zendesk tickets, clusters them by requester and semantic subject similarity, merges each confirmed cluster into its oldest ticket, and reports the actions taken.
When to use it
Use when your queue accumulates near-duplicate tickets over a day — re-opens, follow-ups, and multi-send requests — and you want a controlled batch cleanup instead of per-ticket interruptions.
How it works
- 1A nightly schedule triggers the sweep.
- 2Fetch all open Zendesk tickets updated in the last 24 hours.
- 3An OpenAI step clusters tickets by requester and issue similarity.
- 4Filter to clusters with two or more members above the confidence threshold.
- 5Merge each cluster into its oldest ticket and add a canonical backlink comment to the merged children.
- 6Post a Slack digest listing every merge with ticket IDs and confidence so an agent can audit or reverse it.
Set it up
What you configure once, before turning it on.
- 1Connect ZendeskTickets, queues, knowledge base.
- 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.
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Run this workflow in your colony.
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