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Customer support · USE CASE

Find support tickets waiting on engineering.

Match on-hold Zendesk tickets to the Linear issues they wait on. See which customers can hear about a finished fix and which open issues have customers waiting longest.

Data sources
Assistant
Destination
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A WORKED EXAMPLE

Which waiting customers can we update, and which bugs need product attention?

Linear issueLinear stateWaiting tickets
ENG-142Done9
ENG-131Backlog5

Zendesk tickets on hold · Linear team issues · Current records Nov 11, 15:00 UTC

Nine customers are waiting on ENG-142, which Linear marks Done; confirm the release, then update them. Take ENG-131, still in Backlog with five customers waiting since Oct 2, to the product review.

WHERE THE RESULT GOES

Google Sheets

Export each data source report to Google Sheets, then add your analysis or checklist to the review Sheet.

Example use case

Ask. Follow up.
Take the next step.

✦ AI assistantSample use case
ZendeskLinear
YOU

  1. 01
    9 on-hold tickets · 7 organizations · Linear state DoneConfirm release, then reply

    Next

  2. 02
    5 on-hold tickets · 5 organizations · Linear state BacklogShare with product

    Next

Zendesk tickets on hold · Linear team issues · Current records Nov 11, 15:00 UTC

01 · CONNECT YOUR DATA

Your tools. One place to ask.

2 of 3 Free data sources
No credit card · Daily refresh

DatapipeYour project
Your AI assistantor a report in Sheets / Data Studio
  1. Create your free workspace

    Sign up with your company email. Your first project opens on Data sources.

  2. Add the data sources

    Choose the accounts for this use case. Authorize access and select the property or site.

  3. Bring your question

    Connect your project to a supported AI assistant, or build your source reports.

Create a free account →
Setup steps & what you need

Email/password signups confirm their email first. Use Google signup with a company account if you prefer.

  • Zendesk: Enter your Zendesk subdomain and authorize the intended account using its supported setup. Setup guide ↗
  • Linear: Authorize Linear and choose the team whose issues you want to read. Setup guide ↗

Free includes 3 data sources across the workspace. One account/property added to one project counts as one. Extra properties or the same account in another project use another slot.

02 · ASK A USEFUL QUESTION

Start with a prompt.
Follow the evidence.

Copy these in order into your connected assistant.
Each builds on the answer before it.

01

Find tickets waiting on an engineering issue

Read the full prompt
Use only this Datapipe project’s authorized data. Discover the connected accounts, datasets and compatible fields first. Confirm dates, timezones, currencies and data coverage. Keep missing or unmatched rows visible; never substitute sample data. Compare the sources explicitly and explain every match. Do not change source records or send messages.

From the connected Zendesk account, read tickets_expanded with id, subject, status, organization_id, created_at, updated_at, tags and custom_fields. Ask me which custom field ID or tag pattern holds our Linear issue key before extracting it, and whether we use pending as well as hold for engineering waits. Keep those tickets that carry a key. Trim spaces and convert keys to upper case. Return the number of waiting tickets with a key, the number without one, and the distinct keys. If the read reports a limit, tell me rather than treating the list as complete.
02

Check each issue in Linear

Read the full prompt
Read the connected Linear team’s issues with identifier, title, state.name, createdAt, updatedAt and archivedAt. Match each normalized ticket key to identifier exactly. For each issue return the title, status, distinct waiting tickets, distinct organizations and the oldest ticket created date. List keys with no matching issue separately; they may belong to another team. Ask me which state names mean the fix is finished and which mean canceled. Do not treat updatedAt as a completion or release date.
03

Prepare the support and product lists

Read the full prompt
Prepare four lists. Finished issues: each waiting ticket with ID, subject, organization and days waiting, for agents to reply after engineering confirms the release. Open issues: ranked by waiting tickets, then oldest wait, with organizations, for the product review; present the counts as customer evidence, not a priority score. Canceled issues: tickets that need a workaround reply. Data check: unmatched keys and tickets with more than one key. Draft the lists in this conversation. Do not reply to customers, change ticket status or edit Linear issues.
Need to connect your assistant?Claude guide ↗ChatGPT guide ↗

03 · USE WHAT YOU FIND

Send finished fixes to agents and open issues to product.

  1. 01

    Read the waiting Zendesk tickets and their Linear keys.

  2. 02

    Match each key to the Linear team’s issues.

  3. 03

    Send finished fixes to agents and open issues to product.

Check the result at your next review.

Re-read the same tickets at next week’s review. Tickets linked to finished issues should be solved or carry a documented reason to stay open. For issues taken to the product review, record the decision and track whether their Linear state changes, along with how many customers are still waiting.

Implementation tips for this use case

For issues in a state your team treats as finished, ask engineering to confirm the release, then give agents the ticket list to review and reply. Canceled issues need a workaround reply rather than a longer wait. Rank open issues by waiting tickets and the oldest wait, with organizations, and bring them to the product review. Put unmatched keys in a data-check list. Copy the agreed lists to the team’s Sheet.

WHEN YOU NEED MORE CONTEXT

Go a little deeper.

The method and reporting checks
behind this example.

How to match waiting Zendesk tickets to Linear issues

  1. Read the waiting Zendesk tickets and their Linear keys.

    Add the Zendesk account and the Linear team to one project. Read Expanded current tickets with ID, subject, status, organization, created and updated times, tags and custom values. Confirm where your team records the Linear issue: a custom field ID or a tag pattern. Keep on-hold tickets, and pending ones if your team uses that status for engineering waits, that carry a key; trim spaces and use upper case before matching. Zendesk returns current tickets, excluding archived ones, so earlier ticket states are not reconstructed.

  2. Match each key to the Linear team’s issues.

    Read the Linear team’s issues with issue key, title, status, created, updated and archived times. Match keys exactly; keep one row per ticket and issue, and count distinct tickets and organizations per issue. A key that does not match may belong to another team or contain a typo, so list it separately. Status names are set by each team, and Updated at changes with any edit, so it is not the completion date.

  3. Send finished fixes to agents and open issues to product.

    For issues in a state your team treats as finished, ask engineering to confirm the release, then give agents the ticket list to review and reply. Canceled issues need a workaround reply rather than a longer wait. Rank open issues by waiting tickets and the oldest wait, with organizations, and bring them to the product review. Put unmatched keys in a data-check list. Copy the agreed lists to the team’s Sheet.

See the complete example report
EXAMPLE REPORT

Which waiting customers can we update, and which bugs need product attention?

Zendesk tickets on hold · Linear team issues · Current records Nov 11, 15:00 UTC

Which waiting customers can we update, and which bugs need product attention?
Linear issueLinear stateWaiting tickets
ENG-142Done9
ENG-131Backlog5
WHAT TO LOOK ATNine customers are waiting on ENG-142, which Linear marks Done; confirm the release, then update them. Take ENG-131, still in Backlog with five customers waiting since Oct 2, to the product review.

Send finished fixes to agents and open issues to product.

Nine on-hold Zendesk tickets have ENG-142 in the Linear issue field, from seven organizations; the oldest was opened Oct 28. Linear shows “CSV export times out on large reports” as Done, last updated Nov 10. Five tickets from five organizations wait on “Invoice PDF shows the wrong time zone”. The oldest was opened Oct 2, 40 days before this read, and the Linear issue was last updated Oct 19.

Try the example with sample CSVs

Fictional rows matching the example above. Attach these files to your assistant for a sample analysis.

Data method, reporting checks & sources

Add the Zendesk account and the Linear team to one project. Read Expanded current tickets with ID, subject, status, organization, created and updated times, tags and custom values. Confirm where your team records the Linear issue: a custom field ID or a tag pattern. Keep on-hold tickets, and pending ones if your team uses that status for engineering waits, that carry a key; trim spaces and use upper case before matching. Zendesk returns current tickets, excluding archived ones, so earlier ticket states are not reconstructed. Read the Linear team’s issues with issue key, title, status, created, updated and archived times. Match keys exactly; keep one row per ticket and issue, and count distinct tickets and organizations per issue. A key that does not match may belong to another team or contain a typo, so list it separately. Status names are set by each team, and Updated at changes with any edit, so it is not the completion date. For issues in a state your team treats as finished, ask engineering to confirm the release, then give agents the ticket list to review and reply. Canceled issues need a workaround reply rather than a longer wait. Rank open issues by waiting tickets and the oldest wait, with organizations, and bring them to the product review. Put unmatched keys in a data-check list. Copy the agreed lists to the team’s Sheet.

The Linear key comes from the custom field or tag your team agreed, normalized before matching. Each ticket counts once per issue; organizations are counted separately from tickets. Finished means a state your team defines, confirmed as released before customers are told. Zendesk and Linear are current records; Updated at is not a completion date and past states are not reconstructed.

  • The Linear key comes from the custom field or tag your team agreed, normalized before matching.
  • Each ticket counts once per issue; organizations are counted separately from tickets.
  • Finished means a state your team defines, confirmed as released before customers are told.
  • Zendesk and Linear are current records; Updated at is not a completion date and past states are not reconstructed.
  • Access to the intended Zendesk account or property.
  • Access to the intended Linear account or property.
  • The Linear key comes from the custom field or tag your team agreed, normalized before matching.

For blended reports, align dates, normalized URLs, and reporting grain. Query-level search rows must not duplicate page-level sessions.

Zendesk tickets: statuses, custom fields and archived tickets ↗Linear issue statuses ↗Linear GraphQL API ↗Report starting points ↗

A FEW USEFUL ANSWERS

Before you start.

Why do I need both Zendesk and Linear?

Zendesk shows which customers are waiting and for how long. Linear shows whether the issue they wait on is finished, in progress or still in the backlog. Neither alone tells you which customers to update or which bug to raise with product.

How do tickets link to Linear issues?

Use the field your team already fills in: a Zendesk custom field or a tag holding the Linear issue key. If an app already links Zendesk and Linear for you, check where the key appears in the returned ticket data before relying on it.

Does Done in Linear mean customers have the fix?

Not always. Teams use Done for merged, deployed or verified work. Confirm the release with engineering before agents reply.

Should the open issue with the most tickets always come first?

No. Ticket counts show how many customers raised the issue, not revenue, severity or effort. Bring the evidence to the product review and let product decide the order.

Does the assistant reply to customers or update Linear?

No. It prepares the lists in your conversation. Agents reply in Zendesk and engineers update Linear themselves.

YOUR NEXT STEP

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