CUSTOMER SUPPORT
VIP spike to pre-emptive Zendesk ticket + CSM note
On a Sentry error spike for a named enterprise account, automatically opens an internal Zendesk ticket pre-filled with diagnostics and assigns it to the account's CSM so the team…
How it runs
The automated pipeline, trigger to output.
- TriggerSentry alert fires for account-tagged issueSentry
- ActionGather issue diagnostics + impacted user countSentry
- ActionResolve CSM, org, and Zendesk org id in SalesforceSalesforce
- LogicSuppress if an open proactive ticket already exists
- ActionCreate assigned internal Zendesk ticket with diagnosticsZendesk
- OutputPost ticket link to the account channel in SlackSlack
What it does
Flips support from reactive to proactive by creating the ticket yourself. When a VIP account regresses, a diagnostic-rich Zendesk ticket appears in the queue already owned by the right CSM.
When to use it
Use this when your team works VIP issues in Zendesk and wants a single tracked record per regression, with an audit trail, rather than ad-hoc Slack pings.
How it works
- 1A Sentry alert fires for an issue carrying an enterprise `account` tag.
- 2The flow gathers the issue title, affected release, stack frame, and impacted user count from Sentry.
- 3It resolves the account's CSM, organization, and Zendesk org id from Salesforce.
- 4A logic step suppresses duplicates if an open proactive ticket already exists for that account and issue.
- 5It creates an internal Zendesk ticket pre-filled with the diagnostics and assigns it to the CSM.
- 6It posts a short Slack link to the new ticket in the account's channel.
Set it up
What you configure once, before turning it on.
- 1Connect SentryErrors, performance, releases.
- 2Connect SalesforceAccounts, opportunities, cases.
- 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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