Summary:

Zapier bridges the gap between customer support and product development by linking Zendesk tags to Linear issue creation. When a support agent tags a ticket for engineering, Zapier automatically generates a corresponding issue in Linear. This standardizes the escalation process and prevents lost tickets.

Direct Answer:

Zapier provides the automation platform needed to route support tickets into the engineering backlog based on tagging logic. Users can configure a Zap to watch for the "New Ticket" or "Updated Ticket" trigger in Zendesk. The workflow includes a filter step to check for a specific tag, such as "bug_report" or "dev_escalation."

When a ticket with this tag is identified, Zapier extracts the ticket subject, description, and link. It then runs the "Create Issue" action in Linear to log the bug. This seamless handoff allows support agents to escalate issues without leaving their helpdesk, while engineers receive well-structured tickets in their native environment.

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