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Shorten the path from customer message to meaningful response. When a support ticket lands in your designated Slack channel, Devin pulls the customer’s account context, investigates the reported issue against the codebase, and posts a structured draft response — so your support team spends their time on the hard cases, not the repetitive ones.

Use this template

Open Customer Support Triage in Devin and create the automation with the default configuration. You can customize it before saving.

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What this automation does

This template listens for new messages in a support channel (e.g. #support-intake) and fires a Devin session with full context. Devin can cross-reference account IDs with your database, search the codebase for the relevant code path, check for known issues, and draft a response for the support team to review, edit, and send — turning every support engineer into a team of one.

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How it works

Trigger: Slack event — message
  • Event: slack:message
    • Conditions:
      • channel eq #customer-support
What Devin does: Starts a session with full event context, executes the prompt below, and (optionally) notifies you on failure.

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Prerequisites

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Example prompt

The template ships with this prompt. You can edit it after clicking Use template, or leave it as-is.

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Setting it up

  1. Open Automations → Templates in Devin.
  2. Click Customer Support Triage. The create page opens with this template pre-filled.
  3. Connect any required integrations and install MCP servers if you haven’t already.
  4. Replace any placeholder values in the trigger conditions (for example, swap your-org/your-repo for your actual repo).
  5. Review the prompt and adjust it for your team’s language, conventions, and guardrails.
  6. Click Create automation.
Most automation templates include suggested ACU and invocation limits to bound cost during early rollout. Keep them as-is until you’re confident in the automation’s behavior, then raise them to fit your workload.

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When to use this template

  • Front-line customer support teams handling a large volume of tickets
  • SaaS companies where support requires deep technical investigation
  • Support engineers who need codebase and log access to respond accurately
  • Freeing up engineers from Level-1 escalations by pre-investigating tickets

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Customization ideas

  • Scope to specific support channels (e.g. per product line or enterprise tier)
  • Add the HubSpot MCP or your CRM MCP for account context
  • Route to different playbooks based on message keywords
  • Integrate with Zendesk, Intercom, or another helpdesk via MCP

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See also