TICKET MANAGEMENT
Incomplete-Fix Reopen Escalation to Engineering
Filters reopened Zendesk tickets down to confirmed incomplete-fix cases that smell like a real bug.
How it runs
The automated pipeline, trigger to output.
- TriggerDaily schedule fires
- ActionFetch incomplete-fix reopened tickets from ZendeskZendesk
- ActionCluster by underlying fault, flag likely bugsOpenAI
- LogicDrop one-offs and below-threshold clusters
- ActionCreate or update deduplicated Linear issue per clusterLinear
- OutputPost escalations to engineering triage SlackSlack
What it does
When a reopen is caused by an incomplete fix that keeps recurring, the problem usually isn't the agent — it's a product bug. This workflow isolates those cases and routes them to engineering as a single Linear issue, collecting every affected ticket so the impact is undeniable.
When to use it
Use it when agents keep re-solving the same underlying failure and you want product or engineering to own the permanent fix instead of support absorbing repeat contacts. Ideal for teams already triaging bugs in Linear.
How it works
- 1A daily schedule fires the run.
- 2Pull Zendesk tickets reopened within N days that already carry the `incomplete-fix` cause tag.
- 3An OpenAI step clusters them by the underlying fault and decides which clusters look like product bugs versus one-offs.
- 4A logic step drops one-offs and below-threshold clusters.
- 5For each qualifying cluster, search Linear for an existing issue and either append the new tickets or create a fresh issue with all affected links.
- 6Post the new and updated escalations to the engineering triage Slack channel.
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.
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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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