TICKET MANAGEMENT
Bulk-Close Duplicate Tickets When the Outage Resolves
When the master PagerDuty incident is resolved, finds every Zendesk ticket that was merged into it during the outage, posts a resolution reply, closes the duplicates.
How it runs
The automated pipeline, trigger to output.
- TriggerMaster PagerDuty incident resolvedPagerDuty
- ActionGather Zendesk tickets linked to the incident referenceZendesk
- LogicGuard: confirm ticket is still a duplicate, not escalated
- ActionSend resolution reply and set ticket to solvedZendesk
- OutputPost resolution recap to incident Slack channelSlack
What it does
After an outage clears, the cleanup is its own chore: dozens of linked duplicate tickets still sit open. This workflow listens for the master PagerDuty incident moving to resolved, gathers every Zendesk ticket that was linked to it during the outage, sends each reporter a resolution message, and closes the duplicates in one pass. It finishes by posting a recap so the channel has a clean record.
When to use it
Run it as the closing step of any incident that used clustering or correlation to gather duplicate tickets. Ideal for teams that want zero lingering open tickets and consistent all-clear messaging the moment the technical incident is resolved.
How it works
- 1The master PagerDuty incident resolving triggers the flow.
- 2The flow gathers all Zendesk tickets linked to that incident reference.
- 3A guard confirms each ticket is still a duplicate and not independently escalated.
- 4Each qualifying ticket gets a resolution reply and is set to solved.
- 5A recap with resolved counts and duration is posted to the incident 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.
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Run this workflow in your colony.
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