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My support agent told a customer his feature had shipped, before I could

Ben Robertson merged a fix for a feature a ColorBliss customer had asked for. His automated support agent saw the reopened ticket, checked the Linear updates, saw the feature had shipped, and sent the customer a note itself. He only found out when he logged into his help desk later.

How it works

  1. A help desk automation reopens the closed ticket when the linked Linear issue is marked done
  2. Merging the pull request marks the issue done
  3. The support agent reads the ticket context and the Linear updates
  4. It sees the feature shipped
  5. It sends the customer a note saying so

Why it’s worth knowing

The agent followed the same steps he always does, across two systems, and closed the loop with the customer before he even opened his help desk.

Where it’s from

Summarized from a public post on bsky.app. See the original ↗

Upgraded prompt

A ready-to-use prompt for this idea, built from research on what makes AI agents do the job right: who the AI should be, the exact steps, and a check to make sure it was done the way you wanted.

1Who the AI should be
2The prompt, with the steps
3The check when it’s done
Upgraded prompts are coming soon.

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