TICKET MANAGEMENT
Merge incoming Zendesk bug tickets into a known umbrella issue
Scans each new Zendesk ticket for symptoms of an already-tracked bug, and when it matches, links the ticket to the umbrella record, raises the affected-user count.
How it runs
The automated pipeline, trigger to output.
- TriggerNew bug-tagged Zendesk ticketZendesk
- ActionClassify ticket against umbrella registryOpenAI
- LogicBranch: high-confidence match?
- ActionIncrement affected-user count for umbrellaPostgres
- OutputPost known-issue acknowledgement replyZendesk
What it does
Reads every new bug-tagged Zendesk ticket, compares its text against a registry of active umbrella issues, and folds confirmed duplicates into the right umbrella. The customer gets an acknowledgement, and your affected-user tally climbs automatically.
When to use it
Reach for this when a single outage or regression drives a wave of support tickets that all describe the same failure. It stops agents from triaging the same bug fifty times and gives engineering a real headcount of who is hit.
How it works
- 1A new Zendesk ticket tagged as a bug starts the flow.
- 2An OpenAI step classifies the ticket against the active umbrella registry and returns the best-matching umbrella id with a confidence score.
- 3A branch gates on confidence: high-confidence matches proceed, low-confidence tickets are left for human triage.
- 4For a match it links the ticket to the umbrella, increments the affected-user count in Postgres, and sets the umbrella reference on the ticket.
- 5It posts a templated public reply so the reporter knows the issue is known and tracked.
Set it up
What you configure once, before turning it on.
- 1Connect ZendeskTickets, queues, knowledge base.
- 2Connect OpenAIModels, embeddings, files.
- 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.
14-day trial. No DevOps. No Sales call. Provisioned in under a minute.