TICKET MANAGEMENT
Hand Off Stale Engineering-Bug Tickets from Zendesk to Linear
Scans Zendesk daily for engineering-tagged tickets that are aging past their SLA with no developer action, then files or links a Linear issue and notifies the owning team in Slack.
How it runs
The automated pipeline, trigger to output.
- TriggerDaily morning schedule
- ActionFetch overdue engineering-tagged Zendesk ticketsZendesk
- LogicDedupe against existing Linear links
- ActionCreate Linear issue and back-link the ticketLinear
- OutputNotify owning team in SlackSlack
What it does
Catches support tickets that are really engineering bugs and stalling. When a ticket tagged for engineering ages past its SLA without a linked dev issue, the flow creates a Linear issue (or links an existing one), adds the ticket context, and tells the owning team so the work enters the right backlog.
When to use it
Use this when bugs reported through support sit in Zendesk waiting on engineering and silently breach SLA because they never made it into Linear. Good for teams bridging a support queue and a dev backlog.
How it works
- 1A daily schedule trigger fires each morning.
- 2The flow pulls Zendesk tickets tagged "engineering" that are past their SLA target and have no Linear link.
- 3A logic step dedupes against issues already created by this workflow to avoid double-filing.
- 4It creates a Linear issue with the ticket summary, severity, and a back-link, then writes the Linear URL onto the Zendesk ticket.
- 5A Slack message to the team channel lists the handed-off tickets and their new Linear issues.
Set it up
What you configure once, before turning it on.
- 1Connect ZendeskTickets, queues, knowledge base.
- 2Connect LinearIssues, projects, cycles, triage.
- 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.
More Ticket Management workflows
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.
Front-to-Linear Recurring Bug Linker
When a Front ticket is tagged as a bug, it searches Linear for an existing matching issue and either links the ticket to that parent issue or opens a new tracked one.
Front Duplicate Conversation Clusterer
When a new Front conversation arrives, it semantically compares the report against open conversations.
Intercom Known-Issue Auto-Responder
When a new Intercom conversation matches a known active incident, it attaches the conversation to that incident's parent ticket and sends the customer the current status reply.
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.
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.
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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