CUSTOMER SUPPORT
Page tier-2 with a Confluence runbook and incident context
When a Zendesk ticket is flagged critical, this gathers the customer's recent tickets, attaches the matching Confluence runbook.
How it runs
The automated pipeline, trigger to output.
- TriggerZendesk ticket set to urgent priorityZendesk
- ActionPull ticket and requester's recent ticket historyZendesk
- ActionSearch Confluence for matching runbookConfluence
- LogicBranch on whether a runbook was found
- ActionTrigger PagerDuty incident with full context packagePagerDuty
- OutputWrite PagerDuty incident link to Zendesk noteZendesk
What it does
Converts a critical Zendesk ticket into a fully-staged PagerDuty incident. Instead of a bare alert, the on-call engineer receives a package linking the customer's ticket history, the relevant troubleshooting runbook from Confluence, and a severity summary.
When to use it
Use it when production-impacting support tickets must page on-call, and you want the page to carry context rather than just a ticket number. Best for teams whose runbooks live in Confluence and whose escalation rotation lives in PagerDuty.
How it works
- 1A Zendesk ticket is set to priority `urgent`, firing the trigger.
- 2The flow pulls the ticket body, requester, and the customer's last five tickets from Zendesk.
- 3It searches Confluence for a runbook matching the product area or error keyword.
- 4A branch checks whether a runbook was found and tailors the page payload accordingly.
- 5It triggers a PagerDuty incident with the summary, ticket link, customer history, and runbook URL in the body.
- 6The PagerDuty incident link is written back onto the Zendesk ticket as an internal note.
Set it up
What you configure once, before turning it on.
- 1Connect ZendeskTickets, queues, knowledge base.
- 2Connect ConfluenceSpaces, pages, blueprints.
- 3Connect PagerDutyIncidents, on-call, escalations.
- 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.
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Run this workflow in your colony.
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