TICKET MANAGEMENT
Agent triage of breaching tickets: route to Linear or page on-call
An agent reads each SLA-breaching Intercom conversation, judges whether it is an engineering bug, a billing issue, or an urgent outage, then files a Linear issue.
How it runs
The automated pipeline, trigger to output.
- TriggerIntercom SLA breach eventIntercom
- ActionAgent reads conversation and customer contextIntercom
- LogicClassify breach: bug / outage / general
- ActionCreate Linear issue for engineering bugsLinear
- ActionPage PagerDuty for urgent outagesPagerDuty
- OutputPost classification and action to SlackSlack
What it does
It applies judgment to escalation instead of routing everything to one place. An agent reads the actual conversation, classifies the root cause, and chooses the right destination — engineering bugs become Linear issues, urgent outages page on-call, and everything else gets a Slack handoff with a recommended owner.
When to use it
Use it when your breaching tickets are mixed in nature and a single static rule mis-routes too many of them. Best when you want triage quality close to a senior agent's, applied automatically the moment an SLA breaches.
How it works
- 1An Intercom SLA-breach webhook starts the flow.
- 2The agent reads the full conversation thread and customer metadata.
- 3It classifies the breach as engineering bug, urgent outage, or general support and drafts a summary.
- 4For bugs, it creates a Linear issue with reproduction context.
- 5For outages, it opens a PagerDuty incident on the on-call schedule.
- 6It posts its classification, action taken, and reasoning to the support Slack channel.
Set it up
What you configure once, before turning it on.
- 1Connect IntercomConversations, contacts, articles.
- 2Connect LinearIssues, projects, cycles, triage.
- 3Connect PagerDutyIncidents, on-call, escalations.
- 4Connect SlackChannels, DMs, threads, mentions.
- 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.
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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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