Support inbox triage
Every 30 minutes, classify new support email, draft replies for routine questions, file bugs as issues, and escalate the rest.
By DamonWorkflowVersion 10 installsUpdated Sep 24, 2026damon/workflow/support-inbox-triage
What it does
Every 30 minutes the workflow reads unlabeled email in the connected support inbox and classifies each message as how-to, bug, billing, feature request or escalate. How-to questions get a draft reply grounded in the help documents in your drive; bug reports become issues in your tracker with a link to the thread; billing and escalations are labeled and listed for a person. It ends by opening a chat thread with counts per category and the escalations.
Nothing is sent: replies are created as drafts for a person to send.
What you need
- The support inbox connected as a Gmail account.
- Linear (or another connected tracker) for bug reports.
- Optional: help articles and a voice guide in a Support folder in your drive.
Customize it
- Edit the category definitions in the agent step with examples from your inbox.
- Once you trust it, auto-approve issue creation for this workflow. Drafts share a scope with sending, so keep them gated: each run asks once for its batch.
What it does, step by step
Step 1Trigger
Runs every 30 minutesRuns every 30 minutes.
Step 2Agent
Read unlabeled email received in the connected support inbox in the last 2 hours, skipping threads that already carry a label starting with "Triage/". Classify each message as exactly one of: how-to (answerable from documentation), bug (something broken, with or without steps), billing (payments, invoices, refunds, plans), feature-request, or escalate (angry or threatening tone, legal, security, data loss, or unclear). For how-to: draft a reply using the files in the Support folder of the drive if present, in a warm and brief voice that acknowledges the problem in the first sentence and never promises a timeline; apply the label "Triage/Draft ready". For bug: create an issue in the connected tracker with a clear title, the customer's own description, any environment details, and a link to the email thread; apply the label "Triage/Filed". For billing, feature-request and escalate: apply the matching "Triage/..." label. Do not send any email and do not archive anything. Report counts per category and a one-line summary of each escalation with a link.
Uses
LinearStep 3Send a Message
Open a thread titled "Support triage" with the current time. Start with the escalations, one line each with a link, then counts per category, then how many drafts are waiting to be sent. If there was no new email, say so in one line.
What it connects to
What the agent reads and writes through each integration, and what stays with you.
What the agent can do with Gmail
- Reads
- Your inbox and threads: senders, subjects, bodies, labels and attachments.
- Writes
- Drafts, labels and replies, only when a step says to.
- Yours
- Nothing is sent unless the workflow explicitly sends it; drafts stay drafts until you send them.
What the agent can do with Linear
- Reads
- Issues, projects, cycles and comments.
- Writes
- New issues, status changes and comments when a step files or updates one.
- Yours
- Issues are closed or reassigned only by steps written to do so.
