TICKET MANAGEMENT
Hand off SLA-risk Zendesk bug tickets to Linear engineering
When a Zendesk ticket tagged as a bug crosses its SLA-risk threshold, this creates a linked Linear issue with full context and notifies the engineering channel.
How it runs
The automated pipeline, trigger to output.
- TriggerZendesk SLA breach-risk eventZendesk
- LogicFilter to bug/defect-tagged tickets
- ActionRead ticket context from ZendeskZendesk
- ActionCreate linked Linear triage issueLinear
- ActionAdd Linear link as internal note in ZendeskZendesk
- OutputNotify engineering Slack channelSlack
What it does
It bridges the gap where a customer bug sits in the support queue, nobody on engineering knows about it, and the SLA clock runs out. The moment a bug-tagged ticket is at risk of breaching, it files a structured Linear issue and links the two so updates flow back.
When to use it
Use it when support fields bug reports that only engineering can resolve and you keep missing SLAs because the handoff is manual. Ideal for teams running Zendesk for support and Linear for engineering.
How it works
- 1A Zendesk trigger fires when a ticket's SLA enters the breach-risk window.
- 2A filter checks for a bug or defect tag and skips non-engineering tickets.
- 3The flow reads the ticket subject, description, customer, and remaining SLA time.
- 4It creates a Linear issue in the triage team with that context and a back-link to Zendesk.
- 5It writes the Linear issue URL back onto the Zendesk ticket as an internal note.
- 6It announces the new issue in the engineering Slack channel with the deadline.
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.
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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
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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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