TICKET MANAGEMENT
Zendesk to Linear Known-Issue Escalation Router
Matches incoming Zendesk tickets to existing Linear issues and either links the ticket to the open bug or files a new Linear issue with reproduction steps.
How it runs
The automated pipeline, trigger to output.
- TriggerNew bug-tagged Zendesk ticketZendesk
- ActionExtract defect signature and repro stepsOpenAI
- ActionSearch Linear for matching open issueLinear
- LogicBranch on existing vs. new issue
- ActionLink ticket or create new Linear issue with reproLinear
- OutputReply on Zendesk ticket with tracking statusZendesk
What it does
This workflow connects customer reports to your engineering tracker. When a ticket comes in describing a defect, it checks whether a Linear issue already exists. If so, it attaches the ticket as a new occurrence and bumps the customer-impact count. If not, it opens a fresh Linear issue with structured reproduction steps drawn from the ticket and similar past reports.
When to use it
Use this when support and engineering live in separate tools and bugs get re-filed or lost. It keeps one canonical Linear issue per defect and gives the customer an honest status reply.
How it works
- 1A new Zendesk ticket tagged as a bug triggers the flow.
- 2OpenAI extracts a normalized defect signature and candidate repro steps from the ticket.
- 3The workflow searches Linear for an open issue matching that signature.
- 4A branch decides: existing issue found, or none.
- 5If found, it links the ticket and increments impact on the Linear issue; if not, it creates a new Linear issue with the repro steps.
- 6It posts a public reply on the Zendesk ticket with the tracking status.
Set it up
What you configure once, before turning it on.
- 1Connect ZendeskTickets, queues, knowledge base.
- 2Connect LinearIssues, projects, cycles, triage.
- 3Connect OpenAIModels, embeddings, files.
- 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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Front Duplicate Conversation Clusterer
When a new Front conversation arrives, it semantically compares the report against open conversations.
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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