Ticket Escalation Bot

Why this agent‍

When tickets get hot, they usually bounce around. Customers send follow ups, urgency goes up, and someone on the team finally notices it is a mess. This agent catches those moments early. It spots escalated tickets, pulls together the full story, assigns the right owner in Linear, and posts a clear summary in your channel of choice. That means less time digging through threads and more time fixing the actual issue.

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Prerequisites

‍To run this agent in Vellum, you will need:

• A Vellum account with access to Workflows or Agent Builder
• A connection to your ticket source (Example: Help Scout, Zendesk, Intercom, HubSpot, or another support tool API)
• A Linear integration set up
• API key and the right permissions to create and assign issues
• A Slack integration (Access to post messages in  any channel you pick
• A way to mark or detect escalations (For example: tags, custom fields, or rules like number of replies or urgency field)
• A prompt or node that summarizes the full ticket history (Chat history and previous replies passed into the model as context)

With these in place, the agent can watch for escalations, write a summary, create or update a Linear issue, and notify your team in Slack automatically.