ENGINEERING
Customer Loom in Zendesk to Engineering Bug Issue
When a support ticket includes a Loom link, it transcribes the video, drafts reproduction steps, files a linked GitHub issue.
How it runs
The automated pipeline, trigger to output.
- TriggerZendesk ticket with Loom linkZendesk
- ActionFetch Loom transcriptLoom
- ActionExtract repro + environment via LLMOpenAI
- LogicConfirm actionable bug vs question
- ActionOpen linked GitHub issueGitHub
- OutputPost issue link to Zendesk ticketZendesk
What it does
Bridges customer support and engineering. When a Zendesk ticket comes in with a Loom recording, it transcribes the video, extracts the reproduction steps and environment details the customer described, opens a GitHub issue for engineering, and writes the issue link back into the ticket so the agent can keep the customer updated.
When to use it
Use it when customers attach Loom screen recordings to support tickets and an agent currently has to watch each one and manually relay it to engineering. It shortens the support-to-engineering handoff and keeps a clean link between the ticket and the bug.
How it works
- 1A new or updated Zendesk ticket containing a Loom link triggers the flow.
- 2A Loom action fetches the transcript for the linked recording.
- 3An OpenAI step extracts repro steps, environment, and a concise title.
- 4A logic step confirms the content is an actionable bug, not a question.
- 5A GitHub action opens a linked engineering issue.
- 6A Zendesk action posts the issue link as an internal note on the ticket.
Set it up
What you configure once, before turning it on.
- 1Connect ZendeskTickets, queues, knowledge base.
- 2Connect LoomVideo transcripts, libraries.
- 3Connect OpenAIModels, embeddings, files.
- 4Connect GitHubRepos, issues, pull requests, actions.
- 5Set each agent's modelWe leave models unset so you pick the tier — fast + cheap, or top-quality.
- 6Tune it to your dataEdit the prompts, filters, and field mappings so it matches how your team works.
- 7Test, then turn it onRun once against a sample, confirm the output, then enable the trigger.
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