TICKET MANAGEMENT
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.
How it runs
The automated pipeline, trigger to output.
- TriggerDaily schedule
- ActionPull week's reopened tickets from ZendeskZendesk
- ActionCluster tickets by root cause with AIOpenAI
- LogicKeep clusters with 3+ reopened tickets
- ActionCreate or update matching Linear bugLinear
- OutputNotify support + eng channel in SlackSlack
What it does
Groups reopened tickets by their shared root cause rather than by surface wording, then escalates clusters that point at a product defect into Linear. Instead of support re-solving the same ticket five times, engineering gets one bug with five pieces of evidence attached.
When to use it
Use this when reopens are not a docs or macro problem but a real product bug, and you need a clean handoff from support to engineering with the pattern already proven.
How it works
On a daily run the workflow pulls the week's reopened-after-solved tickets from Zendesk and passes their summaries to an AI agent that clusters them by likely root cause using OpenAI. Clusters with at least three tickets are treated as recurring defects. For each qualifying cluster the workflow searches Linear for an existing matching issue: if found it appends the new tickets as evidence, otherwise it creates a new bug with the cluster summary and reopen count. It then notifies the support and engineering channel in Slack with the Linear link.
Set it up
What you configure once, before turning it on.
- 1Connect ZendeskTickets, queues, knowledge base.
- 2Connect OpenAIModels, embeddings, files.
- 3Connect LinearIssues, projects, cycles, triage.
- 4Connect SlackChannels, DMs, threads, mentions.
- 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.
More Ticket Management workflows
Deduplicate Discord bug reports against existing Linear issues
Before creating anything, searches Linear for issues matching a new Discord bug report; if a duplicate exists it comments and links the report there, otherwise it opens a fresh…
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.
Promote a Discord message to a Linear issue via an emoji reaction
When a moderator adds a designated emoji reaction to any Discord message, an LLM converts that message into a structured Linear issue and threads the link back.
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.
Route Discord bug reports by severity to Linear or PagerDuty
Classifies each Discord bug report by severity using an LLM, then files normal bugs as Linear issues while escalating critical outages to a PagerDuty incident so on-call gets…
Triage Discord bug threads into structured Linear issues with repro checklists
Watches a Discord bug-report channel, uses an LLM to extract a clean title, severity, and step-by-step reproduction checklist from the messy thread.
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.
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