TICKET MANAGEMENT
Classify Front bug severity and route criticals to PagerDuty plus Linear
Scores each tagged Front bug for severity using the conversation content, files it in Linear, and pages on-call via PagerDuty when the bug is customer-blocking.
How it runs
The automated pipeline, trigger to output.
- TriggerFront conversation tagged 'bug'Front
- ActionFetch conversation historyFront
- ActionClassify severity and extract reproOpenAI
- ActionCreate prioritized Linear issueLinear
- LogicBranch on severity (S1/S2 only)
- ActionOpen PagerDuty incidentPagerDuty
- OutputPost severity and link to FrontFront
What it does
Adds a severity gate between support and engineering. When a Front conversation is flagged as a bug, an LLM reads the thread and assigns a severity (S1 blocking through S4 cosmetic) based on customer impact language, error signals, and affected-user signals. Every bug becomes a Linear issue with the right priority; only S1/S2 bugs additionally trigger a PagerDuty page.
When to use it
Use it when production-down reports and minor UI nits arrive in the same support inbox and you need the urgent ones to wake someone up without manual triage at 2am.
How it works
- 1A Front rule fires on the `bug` tag.
- 2The conversation history is fetched from Front.
- 3An OpenAI call returns a severity label, justification, and extracted repro steps.
- 4A Linear issue is created with priority mapped from severity and a link to the Front thread.
- 5A branch checks the severity: S1 or S2 triggers a PagerDuty incident referencing the Linear issue; lower severities skip paging.
- 6The Linear link and assigned severity are posted back to the Front conversation.
Set it up
What you configure once, before turning it on.
- 1Connect FrontShared inbox, conversations.
- 2Connect OpenAIModels, embeddings, files.
- 3Connect LinearIssues, projects, cycles, triage.
- 4Connect PagerDutyIncidents, on-call, escalations.
- 5Set each agent's modelWe leave models unset so you pick the tier — fast + cheap, or top-quality.
- 6Tune it to your dataEdit the prompts, filters, and field mappings so it matches how your team works.
- 7Test, then turn it onRun once against a sample, confirm the output, then enable the trigger.
More Ticket Management workflows
Deduplicate Discord bug reports against existing Linear issues
Before creating anything, searches Linear for issues matching a new Discord bug report; if a duplicate exists it comments and links the report there, otherwise it opens a fresh…
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.
Promote a Discord message to a Linear issue via an emoji reaction
When a moderator adds a designated emoji reaction to any Discord message, an LLM converts that message into a structured Linear issue and threads the link back.
Enrich Discord bug reports with Sentry errors before filing in Linear
Takes a Discord bug report, has an LLM pull out likely error signatures, searches Sentry for matching events.
Route Discord bug reports by severity to Linear or PagerDuty
Classifies each Discord bug report by severity using an LLM, then files normal bugs as Linear issues while escalating critical outages to a PagerDuty incident so on-call gets…
Triage Discord bug threads into structured Linear issues with repro checklists
Watches a Discord bug-report channel, uses an LLM to extract a clean title, severity, and step-by-step reproduction checklist from the messy thread.
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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