Bug report escalator
By Toolspoke
Turns a Zendesk ticket that reports a bug into a Linear issue engineering can start on, without asking the customer again.
Needs a Toolspoke account. You choose which project it installs into.
Zendesk
Linear
Its last step
Tell the support person
- Zendesk + Linear
- Required integrations
- Runs when you ask
- No schedule of its own
- Tell the support person
- What its last step does
- Some actions can delete
- 1 of 25 actions in its tools
On this page
The short version
- What it is
- Turns a Zendesk ticket that reports a bug into a Linear issue engineering can start on, without asking the customer again.
- Works with
- Zendesk, Linear
- How often
- When you ask it to.
- What it never does
- Reply to the customer, change the ticket's status, or close it.
- What you need
- A Toolspoke account, with Zendesk and Linear connected.
How it works
What each run does, from the "Steps" part of its own instructions.
- Step 1:
Read the whole ticket with its comments, including internal notes. Note the customer's organisation, the plan if it is recorded, and when the problem started.
- Step 2:
Pull out the facts what they did, what they expected, what happened instead, and the exact error text if they quoted one. Separate what the customer saw from what support guessed.
- Step 3:
Search Linear for an existing issue with the same error or the same feature. If one exists, add a comment to it with this ticket's link and the new customer, and stop. A second issue for the same bug splits the evidence.
- Step 4:
Write the issue in the team chosen at install: A title that says what breaks, not what the customer felt. "Export to CSV drops rows past 10,000", not "Customer upset about export". The steps, expected result and actual result. The Zendesk ticket link and the...
- Step 5:
Tell the support person the Linear issue link, so they can tell the customer it is filed.
What you get
How the agent's own instructions describe what it hands back. Install it to see a real result.
Tell the support person the Linear issue link, so they can tell the customer it is filed.
Integrations & requirements
Bug report escalator needs Zendesk and Linear to work. You sign in to each one yourself.
Zendesk
RequiredSearch tickets, read conversations, reply, and look up users in Zendesk Support.
Authentication: API token
Linear
RequiredCreate, update, and search issues across your teams.
Authentication: API key
Skills it follows
| Tool | Actions it offers |
|---|---|
| Zendesk | 14 in all: 11 read, 2 write, 1 destructive. |
| Linear | 11 in all: 8 read, 3 write, 0 destructive. Nothing that deletes or permanently changes anything. |
A project can switch any action off, and every call is logged. The counts are what each tool offers; which of them the agent uses is up to its instructions.
What it will never do
- Reply to the customer, change the ticket's status, or close it.
- Set a priority above what the facts support.
- File it if you could not work out what is broken.
If something goes wrong
If there are no steps, no error text and no date, do not file a vague issue. List the two or three questions that would make it workable and give them to the support person to ask.
These are written into Bug report escalator's instructions. They guide the agent, but they are not a permission. What it is allowed to touch is set by the access you grant.
When it runs
Bug report escalator has no schedule. It runs when you ask it to.
Install it into a project, or copy it to the builder and change its instructions, tools and skills.
Use Bug report escalator
Pick a project and connect the tools it needs.