TICKET MANAGEMENT
Zendesk Known-Issue Linker with Reproduction Steps from Solved Tickets
When a new Zendesk ticket arrives, it finds the closest prior solved tickets, extracts their reproduction steps.
How it runs
The automated pipeline, trigger to output.
- TriggerNew Zendesk ticket createdZendesk
- ActionEmbed ticket text and vector-search solved ticketsPostgres
- LogicGate on similarity confidence threshold
- ActionSummarize matched ticket into reproduction stepsOpenAI
- OutputPost private internal note linking the known issueZendesk
What it does
Every new or reopened Zendesk ticket is matched against your archive of solved tickets. If a strong match exists, the workflow drafts a private internal note that names the likely known issue and pastes the exact reproduction steps that worked before, so the assigned agent never starts from scratch.
When to use it
Use this when your support team repeatedly fields the same defects and wastes time re-deriving repro steps that a teammate already documented. Ideal for product support, SaaS, and hardware teams with a deep solved-ticket history.
How it works
- 1A new ticket triggers the flow from Zendesk.
- 2The ticket subject and description are embedded and searched against solved-ticket records in Postgres (vector match).
- 3A confidence gate checks whether the top match clears the similarity threshold; weak matches stop here.
- 4OpenAI distills the matched ticket's resolution thread into clean, numbered reproduction steps.
- 5The workflow posts a private internal note on the new Zendesk ticket with the known-issue title, repro steps, and a link to the source ticket.
Set it up
What you configure once, before turning it on.
- 1Connect ZendeskTickets, queues, knowledge base.
- 2Connect PostgresAny Postgres URL — query, write, migrate.
- 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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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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