Workspace settings

Configure TicketsFlow

Connections

Connect external sources that can create ticket threads and ticket messages.

Support Gmail

Connected

support@northstar.example

Primary, Billing, Escalations

Finance Gmail

Connected

finance@northstar.example

Invoices, Refunds

Portal intake

Draft

portal:req_*

Enterprise forms

Automation

Mock pipeline editor for ticket events. This is visual only and not plugged into execution yet.

Trigger

thread_id

message_id

title

text

thread

labels

customer_email

assignee_id

ticket.created

ticket.modified

ticket.deleted

AI summarize and label

Tone

summary

sentiment

labels

reply_needed

Tone: supportive

out

Apply labels

Labels

labels

Labels: {{node_ai_summary.labels}}

out

Create draft reply

Summary

draft_message_id

message_source_id

Summary: {{node_ai_summary.summary}}

out

React Flow

Mock trigger output

{
  "thread_id": "ticket_thread_2048",
  "message_id": "ticket_msg_18c92ab",
  "title": "Invoice export missing VAT columns",
  "text": "The invoice export no longer includes VAT...",
  "thread": "gmail:thread_a82d",
  "labels": ["billing", "angry_customer", "sla_risk"]
}

AI behavior

Auto summaryGenerate per-ticket queue summaries and thread summaries.

Auto labelsSuggest labels, but require human or automation approval to apply.

Team

Default assignmentRoute urgent billing tickets to Amira first.

Shared queueUnassigned tickets stay visible to the whole support team.

Security

Tool approvalRequire approval before external sends for high-risk labels.

Data retentionDelete detached draft artifacts after 30 days.