TICKET MANAGEMENT
Attach Matching Zendesk Tickets to the Active PagerDuty Incident
On a short interval during an outage, finds new customer Zendesk tickets that correspond to the currently active PagerDuty incident and links them so responders can see customer…
How it runs
The automated pipeline, trigger to output.
- TriggerShort-interval schedule during outage
- ActionGet active PagerDuty incident for the servicePagerDuty
- ActionFetch new Zendesk tickets since last runZendesk
- LogicFilter tickets matching incident impact signature
- ActionAttach matched ticket links as a note on the incidentPagerDuty
- OutputUpdate running impact count in Slack channelSlack
What it does
This workflow bridges the customer side and the responder side of an outage. On a short schedule it pulls new Zendesk tickets, checks them against the currently active PagerDuty incident for the affected service, and attaches the matching tickets as a note on that incident. Responders get a live count of who is hurting without leaving PagerDuty.
When to use it
Run it for the duration of an active incident when you need to quantify and reference customer impact inside PagerDuty. Useful for incident commanders who want a single dashboard tying support volume to the technical incident.
How it works
- 1A short-interval schedule fires the flow.
- 2The flow fetches the currently active PagerDuty incident for the watched service.
- 3New Zendesk tickets since the last run are retrieved.
- 4A filter keeps only tickets whose subject or tags match the incident's impact signature.
- 5Matching ticket links are posted as a note on the PagerDuty incident.
- 6A running impact count is updated in the incident's Slack channel.
Set it up
What you configure once, before turning it on.
- 1Connect PagerDutyIncidents, on-call, escalations.
- 2Connect ZendeskTickets, queues, knowledge base.
- 3Connect SlackChannels, DMs, threads, mentions.
- 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.