# Turn Zendesk support tickets into triaged Dart product tasks

> Every weekday morning we group the last day of support tickets into real product themes, then file or update the right task in your Dart backlog.

- Workflow type: agent
- Services: Dart, Zendesk, Slack Bot
- Categories: Product, Customer Support
- Published: 2026-08-04

## What it does

- Looks through every support ticket that came in or was updated in the last 24 hours
- Groups them into recurring themes such as one broken feature, a confusing step in a flow, or a feature customers keep asking for, and sets aside one off account and billing questions
- Checks your product backlog first, so a theme you already track gains new evidence on the existing task instead of becoming a duplicate
- Posts one morning summary to your product channel covering what was created, what was updated, and the theme the most customers hit

## What you'll need

- A Zendesk account with the support tickets your team already works in
- A Dart workspace with a product backlog board
- A Slack workspace and a channel where the morning summary should land

## Prompt

Every weekday at 7am, turn the last 24 hours of Zendesk support tickets into properly triaged product work in Dart. Start with Zendesk Search Tickets to pull every ticket created or updated since the last run. Use Zendesk query syntax with a rolling 24 hour window, and page through the results so a busy night is not silently truncated.

Read the tickets and cluster them into recurring themes rather than handling them one by one. A theme is something like one specific broken feature, a confusing flow where customers keep getting stuck at the same step, or the same feature request arriving from several people. Ignore one off account and billing questions such as password resets, refund requests, and invoice queries, because those are support work rather than product work. A theme should be supported by more than a single ticket unless one ticket describes a clearly severe defect. Track which distinct customers are behind each theme, not just the raw ticket count, since two tickets from one frustrated customer is a weaker signal than two tickets from two different companies.

For each theme, check the backlog before writing anything. Call Dart List Tasks against the product dartboard and search for an existing task that already covers the theme. Match on the underlying problem rather than exact wording, because the existing task was probably phrased by a product manager and the tickets are phrased by customers. This dedupe step is the most important part of the workflow, so lean toward finding a match when the underlying problem is the same.

If a matching task already exists, do not create a second one. Use Dart Create Comment on that task to append the new ticket links, the updated count of distinct requesters, and any new detail the latest tickets add, such as a new reproduction step, a newly affected browser or plan tier, or a workaround a customer found. Keep the comment short and scannable so the task history stays readable as evidence accumulates.

If no matching task exists, first call Dart Get User Space Configuration to read the valid values for this workspace, including dartboards, statuses, task types, priorities, and assignees, and only use values that appear there. Then use Dart Create Task on the product backlog dartboard. Write a clear problem statement describing what customers cannot do and where they get stuck, rather than pasting ticket text. Include the supporting ticket links, and set priority by how many distinct customers hit the theme, so something affecting many separate accounts outranks a single loud report.

Finish by posting a single digest with Slack Bot Send a Message to the product channel. One message, not one per theme. List the new tasks created with links, the existing tasks that gained evidence with links, and call out the top theme by ticket volume. If the last 24 hours produced no qualifying themes, still post a short note saying nothing new came up so the team knows the run happened. Never create a Dart task without checking for an existing one first, and never post more than one Slack message per run.

## How to customize

- Change the timing, so it runs at a different hour or every day instead of weekdays only
- Adjust what counts as a theme, for example keeping billing complaints when they suddenly spike instead of always ignoring them
- Choose which backlog board receives new tasks, which Slack channel gets the summary, and how many affected customers it takes to mark something high priority

## FAQ

### Will this flood my backlog with a task for every support ticket?

No, and that is the main thing it is built to avoid. Tickets are grouped into themes first, so twenty tickets about the same broken export button become one task, not twenty. One off questions that are not really product work are skipped entirely.

### What happens if we already have a task for the issue?

It finds the existing task and adds a comment with the new ticket links, the updated count of customers affected, and any new detail from the latest tickets. Your backlog keeps one task per problem, and that task quietly gets stronger evidence over time.

### Does it turn billing and account questions into product work?

No. Password resets, refund requests, invoice questions, and similar one off account issues are deliberately left out, because they are support work rather than product work. You can change that if a billing problem starts showing up often enough to matter.

### How does it decide what is high priority?

Priority is based on how many distinct customers ran into the theme, not how many tickets were filed. That keeps one very vocal customer from outranking a quieter issue that is affecting a lot of people.

### What happens on a quiet day with no clear themes?

Nothing gets created. If the last 24 hours were mostly one off questions, it skips the backlog entirely and posts a short summary saying no new themes came up, so you still know it ran.

Use this prompt in General Input: https://www.generalinput.com/prompts/turn-zendesk-support-tickets-into-triaged-dart-product-tasks