Automatically follow up on stale, forgotten support tickets

AI checks old, unresolved support tickets daily and closes, escalates, or nudges them along on its own.

How the work actually flows

It branches. Exactly one path is taken; runs once per each stale open ticket; a person is alerted when a step fails.

Pattern: Exclusive Choice (4) · Multiple Instances without Synchronization (12)

flowchart TD trig(["daily stale ticket check"]):::trigtime s0[["check stale tickets"]]:::mi s1["review comments and judge status"]:::task trig --> s0 s0 --> s1 gx{"× ticket resolved unresolved or waiting"}:::gate s1 --> gx p00["check sentiment"]:::task gx -->|"resolved"| p00 p01["escalate or close ticket"]:::task p00 --> p01 p10["search solutions and post answer"]:::task gx -->|"unresolved"| p10 p20["send automatic reminder"]:::task gx -->|"waiting on someone"| p20 p01 --> out p10 --> out p20 --> out out[/"stale tickets resolved or escalated"/]:::out pay{{"prevents tickets from being forgotten"}}:::pay out --> pay esc(("Alerts a person")):::human s1 -. "if it fails" .-> esc esc -.-> out classDef task fill:#e7f6fe,stroke:#34b8f0,color:#2c2a29 classDef svc fill:#f6f8fa,stroke:#7c8795,color:#2c2a29 classDef mi fill:#e7f6fe,stroke:#0079a8,color:#2c2a29,stroke-width:2px classDef human fill:#fff,stroke:#0079a8,color:#0079a8 classDef store fill:#f6f8fa,stroke:#0079a8,color:#2c2a29 classDef trig fill:#00a4eb,stroke:#0079a8,color:#fff,font-weight:bold classDef trigtime fill:#00a4eb,stroke:#0079a8,color:#fff,font-weight:bold classDef trigdata fill:#8ad4f5,stroke:#0079a8,color:#06314c,font-weight:bold classDef gate fill:#fff,stroke:#e8a23d,color:#6b4708,font-weight:bold classDef out fill:#1f9d6b,stroke:#167a53,color:#fff,font-weight:bold classDef pay fill:#06314c,stroke:#021f33,color:#fff
Starts itA stepRuns once per itemA personOne path onlyResultPayoff
Build size
Advanced

A larger build with multiple systems, AI reasoning, and custom rules.

Business functions
AI Agents & Autonomous SystemsProject & Task ManagementCustomer Support & Ticketing
Connects
JiraOpenAISlackNotion

The problem it solves

Support tickets that don't get resolved quickly tend to sit forgotten, and nobody circles back until a customer complains. Your team is too busy handling new issues to regularly comb through old ones and figure out which need attention.

Who it fits

Customer support teams managing a backlog of tickets in Jira.

How it works

  1. Every day, the system checks for tickets older than a week that are still open
  2. AI reads the comment history to judge whether the issue is actually resolved
  3. If resolved, AI checks customer sentiment and escalates negative ones to Slack, otherwise closes the ticket
  4. If unresolved, AI searches past solutions and posts an answer, closing the ticket if it works
  5. If the ticket is just waiting on someone, it gets an automatic reminder
What you get

Stale tickets moved along automatically

Old, unresolved support tickets get reviewed daily and closed, escalated, or nudged forward without anyone digging through the backlog.

What you get

A cleared-out backlog of stale tickets, either resolved, escalated, or nudged forward automatically.

What you need

A Jira account, an OpenAI API key, and a Slack account.

We can build this. But should you?

The hard question is not how to build it. It is whether this is the right thing to build first.

That is what a Fractional Chief AI Officer figures out with you, before anyone writes a line of code.

Let's Talk Strategy

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