TICKET MANAGEMENT
Merge Two Incidents from Slack and Reconcile Their Tickets
An incident commander runs a Slack command naming two PagerDuty incidents; the workflow merges them in PagerDuty and re-links every Zendesk ticket from the absorbed incident onto…
How it runs
The automated pipeline, trigger to output.
- TriggerSlack command with survivor and absorbed incident IDsSlack
- LogicValidate both incidents exist and are open
- ActionMerge absorbed incident into survivor in PagerDutyPagerDuty
- ActionRe-link absorbed incident's Zendesk tickets to survivorZendesk
- OutputPost merge summary with moved ticket counts to SlackSlack
What it does
Sometimes only a human knows that two separate incidents are really the same outage. This workflow lets an incident commander trigger a merge from Slack by naming the surviving and the absorbed PagerDuty incidents. It performs the PagerDuty merge, then walks every Zendesk ticket previously linked to the absorbed incident and re-links it to the survivor, so no customer report is orphaned. A confirmation summary is posted back to the channel.
When to use it
Use when automated dedup missed a pair, or when two on-call engineers opened parallel incidents for one root cause. Best for teams that coordinate incidents in Slack and want a one-command cleanup that keeps PagerDuty and Zendesk in sync.
How it works
- 1A Slack command with the survivor and absorbed incident IDs triggers the flow.
- 2The agent validates both incidents exist and are open.
- 3PagerDuty merges the absorbed incident into the survivor.
- 4Zendesk tickets linked to the absorbed incident are found and re-linked to the survivor.
- 5A merge summary with moved ticket counts is posted back to Slack.
Set it up
What you configure once, before turning it on.
- 1Connect SlackChannels, DMs, threads, mentions.
- 2Connect PagerDutyIncidents, on-call, escalations.
- 3Connect ZendeskTickets, queues, knowledge base.
- 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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