TICKET MANAGEMENT
Hourly sweep of aging Front conversations into a tiered escalation
Runs every hour, scans open Front conversations for ones aging past tiered SLA thresholds, and escalates each by severity — Slack nudge for warnings.
How it runs
The automated pipeline, trigger to output.
- TriggerHourly schedule
- ActionList open Front conversations with timestampsFront
- LogicBucket by within-SLA / warning / breached
- OutputPost warning-tier batch to SlackSlack
- OutputPage breached conversations via PagerDutyPagerDuty
What it does
It replaces the manual habit of refreshing the inbox to see what is going stale. On a schedule it grades every open conversation against your SLA tiers and routes each one to the right response — a gentle Slack nudge when a conversation is approaching its limit, and a PagerDuty page only when it has actually breached.
When to use it
Use it when Front is your shared inbox and you want proactive, tiered escalation rather than waiting for per-event webhooks. Good for teams with mixed-priority queues that need both soft warnings and hard pages.
How it works
- 1A scheduled trigger runs the sweep every hour.
- 2The flow lists open Front conversations and their last-activity timestamps.
- 3A logic step buckets each into within-SLA, warning, or breached using your thresholds.
- 4Warning-tier conversations are posted to a Slack channel as a batched reminder.
- 5Breached conversations open individual PagerDuty incidents for the on-call owner.
Set it up
What you configure once, before turning it on.
- 1Connect FrontShared inbox, conversations.
- 2Connect SlackChannels, DMs, threads, mentions.
- 3Connect PagerDutyIncidents, on-call, escalations.
- 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.
More Ticket Management workflows
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.
Front-to-Linear Recurring Bug Linker
When a Front ticket is tagged as a bug, it searches Linear for an existing matching issue and either links the ticket to that parent issue or opens a new tracked one.
Front Duplicate Conversation Clusterer
When a new Front conversation arrives, it semantically compares the report against open conversations.
Intercom Known-Issue Auto-Responder
When a new Intercom conversation matches a known active incident, it attaches the conversation to that incident's parent ticket and sends the customer the current status reply.
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.
Escalate repeat reopens to a Linear bug
Detects when the same underlying issue reopens across multiple tickets, uses an AI agent to cluster them by root cause.
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.
14-day trial. No DevOps. No Sales call. Provisioned in under a minute.