Turn Zendesk support tickets into triaged Dart product tasks

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.