{
  "name": "Escalate recurring issues to engineering",
  "description": "Cluster recent tickets by root cause, and when one spikes past a threshold, open a single linked engineering ticket with the evidence — so a recurring bug becomes one tracked issue, not fifty scattered replies.",
  "generatedBy": "Spion",
  "generatedAt": "2026-06-14T18:04:37.901Z",
  "confidence": "strong",
  "efficiencyGain": {
    "manualSteps": 5,
    "automatedSteps": 4,
    "reductionPercent": 60,
    "timeSavedPerRun": "~20 min",
    "annualHoursSaved": null
  },
  "trigger": {
    "provider": "workato",
    "type": "scheduled",
    "name": "Daily scan",
    "description": "Every day 09:00, scan recent tickets"
  },
  "actions": [
    {
      "number": 1,
      "type": "action",
      "tool": "Zendesk",
      "name": "Pull recent tickets",
      "description": "Read the last 7 days of tickets with their category, tags, and text.",
      "replaces": [],
      "addedBySpion": false
    },
    {
      "number": 2,
      "type": "action",
      "tool": "Claude",
      "name": "Cluster by root cause",
      "description": "Group tickets that describe the same underlying issue; count each cluster and note affected customers.",
      "replaces": [],
      "addedBySpion": false
    },
    {
      "number": 3,
      "type": "action",
      "tool": "Jira",
      "name": "Open or update the issue",
      "description": "For any cluster over the threshold, create a linked engineering issue (or update the existing one) with the count, examples, and affected ARR.",
      "replaces": [],
      "addedBySpion": false
    },
    {
      "number": 4,
      "type": "action",
      "tool": "Slack",
      "name": "Notify and link back",
      "description": "Post the spike to #support-eng with the Jira link, and tag the source tickets so agents can reply when it ships.",
      "why": "fifty tickets about one bug should be one engineering ticket, tracked — not fifty dead ends.",
      "replaces": [],
      "addedBySpion": true
    }
  ]
}