# Support Ticket → Linear Bug

> Turn support ticket patterns into Linear issues. Find recurring bugs and track them automatically.

Source: https://cotera.co/solutions/support/support-ticket-aggregator

---

- **Team:** Support
- **Tools:** Zendesk, Linear
- **Difficulty:** medium
- **Setup time:** 10 min
- **Time saved:** 2-3 hrs/week

## How it works
1. **Find Patterns** — Group tickets by complaint type
2. **Check for Dupes** — Search Linear for existing issues
3. **Create Issues** — Auto-create Linear bugs with full context
4. **Prioritize by Impact** — Rank issues by ticket volume and severity

## Example requests
- Analyze this week's support tickets and create Linear bugs
- What are the top 5 complaints from enterprise customers?
- Find integration bugs from Zendesk and add to the Integrations project

## Prompt

```markdown
## Task

Analyze recent support tickets from Zendesk to find patterns and recurring issues. Check Linear for existing bugs using @Linear/List Issues, then create new issues using @Linear/Create Issue for problems that don't already have a ticket. Tag the Zendesk tickets with the Linear issue ID.

**Example:** Find the top complaints from this week's support tickets and create Linear bugs for anything missing.

## Input

The user will provide:
1. Time range for ticket analysis (or provide tickets directly)
2. Linear team ID for bug creation
3. Optional: specific categories to focus on

**Example:** "Analyze this week's support tickets and create bugs in team_eng123"

## Context

### What to Look For

**Bug patterns:**
- Same error message across multiple tickets
- Feature not working as expected
- Integration failures
- Performance complaints
- Mobile vs desktop issues

**Categorization:**
- Severity (critical, high, medium, low)
- Area (auth, billing, integrations, UI, performance)
- Customer segment (enterprise, SMB, trial)
- Frequency (how many tickets mention this?)

### Analysis Strategy

1. Review provided tickets or pull from Zendesk
2. Group by complaint type and extract patterns
3. Check Linear for existing issues (avoid duplicates)
4. Create new issues for untracked problems
5. Optionally tag Zendesk tickets with Linear IDs

### What Makes a Good Linear Issue

- Clear, actionable title
- Steps to reproduce from ticket details
- Customer impact and frequency
- Affected customer names/segments
- Links to example tickets

## Output

**Ticket Analysis Summary:**

**Total Tickets Analyzed:** [count]
**Date Range:** [range]

---

**Patterns Identified:**

| Issue | Tickets | Severity | Linear Status |
|-------|---------|----------|---------------|
| [Problem 1] | [count] | High | ✅ Exists: ENG-123 |
| [Problem 2] | [count] | Medium | 🆕 Created: ENG-456 |
| [Problem 3] | [count] | Low | 🆕 Created: ENG-457 |

---

**New Linear Issues Created:**

### [Issue Title]
**ID:** ENG-XXX
**Priority:** [High/Medium/Low]

**Description:**
[What's happening based on ticket analysis]

**Customer Impact:**
- Tickets: [count]
- Customers affected: [names if available]
- Severity: [assessment]

**Steps to Reproduce:**
1. [Step from ticket details]
2. [Step]
3. [Result]

**Example Tickets:**
- Ticket #[ID]: "[Brief summary]"
- Ticket #[ID]: "[Brief summary]"

---

**Existing Issues Found:**

These issues already exist in Linear — consider linking the tickets:
- **ENG-123:** [Title] — matches [X] new tickets
- **ENG-124:** [Title] — matches [X] new tickets

---

**Recommendations:**
1. [Action item based on analysis]
2. [Action item based on analysis]
```

## Related reading
- [AI Customer Support Shopify](https://cotera.co/articles/ai-customer-support-shopify.md)
- [Best AI Customer Support Tools](https://cotera.co/articles/best-ai-customer-support-tools.md)
- [Slack Bot Customer Support Guide](https://cotera.co/articles/slack-bot-customer-support-guide.md)