CUSTOMER SUPPORT
Enrich a PagerDuty incident with the triggering customer's support context
When a PagerDuty incident fires, this finds the linked Sentry issue, matches affected users to open Zendesk tickets.
How it runs
The automated pipeline, trigger to output.
- TriggerPagerDuty incident triggeredPagerDuty
- ActionResolve linked Sentry issue and affected usersSentry
- ActionSearch Zendesk for affected users' open ticketsZendesk
- LogicBranch on customer-impact level
- ActionCompose consolidated bug report
- OutputPost report to incident Slack channelSlack
What it does
Gives the on-call responder customer context, fast. On a new PagerDuty incident, it resolves the related Sentry issue, identifies which affected users have open Zendesk tickets, and assembles a reproducible bug report that pairs the technical trace with real customer impact, then posts it into the incident's Slack war room.
When to use it
Use during live incidents when responders need to know not just what broke but who is hurting and what they reported. Best for teams running PagerDuty plus Zendesk.
How it works
- 1A PagerDuty incident is triggered (trigger).
- 2The flow reads the incident and resolves its linked Sentry issue, pulling the stack trace, release, and the list of affected user IDs/emails.
- 3It searches Zendesk for open tickets from those users in the incident window.
- 4A logic step branches on impact: if customer tickets exist, mark high customer-impact and attach their summaries; otherwise mark internal-only.
- 5It composes a reproducible bug report with trace, environment, and the matched customer reports.
- 6It posts the report to the incident's Slack channel for responders.
Set it up
What you configure once, before turning it on.
- 1Connect PagerDutyIncidents, on-call, escalations.
- 2Connect SentryErrors, performance, releases.
- 3Connect ZendeskTickets, queues, knowledge base.
- 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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Run this workflow in your colony.
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