TICKET MANAGEMENT
Attach inbound customer crash reports to the canonical engineering bug
When a Zendesk ticket describes a crash, an agent classifies it against known crash signatures and links it to the matching canonical Linear bug.
How it runs
The automated pipeline, trigger to output.
- TriggerNew crash-tagged Zendesk ticketZendesk
- LogicAgent classifies against signature catalog
- ActionLink ticket to canonical Linear bugLinear
- ActionAdd customer to impact listPostgres
- OutputReply on Zendesk with tracking statusZendesk
What it does
Bridges support and engineering. Customer-filed Zendesk tickets that describe a crash get classified by their symptoms and stack details, matched to an existing canonical Linear bug, and tagged with that ticket's ID so engineering sees exactly how many customers each defect is hitting.
When to use it
When support receives many tickets for the same underlying crash and you need one source of truth for customer impact rather than scattered, unlinked reports. Ideal for prioritizing fixes by real customer blast radius.
How it works
- 1A new or updated Zendesk ticket tagged as a crash triggers the flow.
- 2An agent reads the ticket body and any attached logs, then matches it against the known signature catalog using semantic and stack-trace cues.
- 3On a confident match, it links the Zendesk ticket to the canonical Linear bug and adds the customer to that bug's impact list in Postgres.
- 4On no confident match, it flags the ticket for a human triager rather than guessing.
- 5It replies on the Zendesk ticket noting the linked tracking issue and current status.
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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