Create an agent that detects escalated support tickets, summarizes context, assigns them in {{Linear}}, and posts a summary to a chosen {{Slack}} channel.
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.
To run this agent in Vellum, you will need:
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.
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You define the escalation signal. It can be a tag, urgency label, repeated follow ups, response time breaches, or any custom field from your support tool. The agent watches for those triggers and only runs when the criteria is met.
The agent gathers the full ticket history, summarizes the conversation, creates or assigns the issue in Linear, and posts a summary to a Slack channel of your choice, so the team can take over quickly.
Yes. You can map escalation types to engineers, round-robin assignments, or route based on keywords (billing, bugs, feature request, etc.). The routing logic is fully customizable inside Vellum.
You’ll need API access to your support tool, a Linear connection with permissions to create issues, and Slack permissions to post in the triage channel. Once connected, the agent handles the workflow automatically.
No. It reduces the overhead of escalation handling. Instead of someone digging through long email threads to understand what’s happening, the agent does the summarization and routing, letting humans jump straight into solving the problem.
