TICKET MANAGEMENT
Backfill the Linear engineering issue when tickets are merged
When tickets are merged in Zendesk, find or create the single Linear issue that tracks the underlying bug, link every merged ticket to it.
How it runs
The automated pipeline, trigger to output.
- TriggerZendesk tickets mergedZendesk
- ActionLook up mapped Linear issuePostgres
- LogicExisting issue found?
- ActionCreate or reuse Linear issue, link tickets, bump impact countLinear
- ActionUpsert ticket-to-issue mappingPostgres
- OutputWrite Linear link back to Zendesk ticketZendesk
What it does
Keeps engineering's view of a bug in sync with support reality. When duplicate tickets get merged, this flow ensures exactly one Linear issue represents the problem and that its affected-customer count reflects all the merged tickets, not just the first reporter.
When to use it
Use it when support and engineering drift apart — a bug has fifteen tickets but the Linear issue still shows one customer, so it never gets prioritized. This closes that gap automatically on every merge.
How it works
- 1A Zendesk ticket-merged event fires the trigger.
- 2Postgres is queried for an existing Linear issue id mapped to the surviving ticket or its tag.
- 3A logic step branches: if no mapping exists, create a new Linear issue from the ticket summary; otherwise reuse the found issue.
- 4Linear receives a comment linking every merged ticket id and increments a custom impact-count field.
- 5The ticket-to-issue mapping is upserted into Postgres for future merges.
- 6The Linear issue link is written back to the surviving Zendesk ticket as an internal note.
Set it up
What you configure once, before turning it on.
- 1Connect ZendeskTickets, queues, knowledge base.
- 2Connect LinearIssues, projects, cycles, triage.
- 3Connect PostgresAny Postgres URL — query, write, migrate.
- 4Set each agent's modelWe leave models unset so you pick the tier — fast + cheap, or top-quality.
- 5Tune it to your dataEdit the prompts, filters, and field mappings so it matches how your team works.
- 6Test, then turn it onRun once against a sample, confirm the output, then enable the trigger.
More Ticket Management workflows
Enrich Discord bug reports with Sentry errors before filing in Linear
Takes a Discord bug report, has an LLM pull out likely error signatures, searches Sentry for matching events.
Front-to-Linear Recurring Bug Linker
When a Front ticket is tagged as a bug, it searches Linear for an existing matching issue and either links the ticket to that parent issue or opens a new tracked one.
Front Duplicate Conversation Clusterer
When a new Front conversation arrives, it semantically compares the report against open conversations.
Intercom Known-Issue Auto-Responder
When a new Intercom conversation matches a known active incident, it attaches the conversation to that incident's parent ticket and sends the customer the current status reply.
Weekly reopen-by-agent coaching digest
Aggregates each agent's solved-then-reopened tickets for the week, identifies the most common reopen reason per agent, and emails a private coaching digest to the support manager.
Escalate repeat reopens to a Linear bug
Detects when the same underlying issue reopens across multiple tickets, uses an AI agent to cluster them by root cause.
Run it inside a business
This workflow drops into a full company template. Import the org, and this is one of the playbooks its agents run.
Run this workflow in your colony.
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