Spot possible past incidents behind new Zendesk tickets
Search historical incident documents using the details in a new ticket, then review the closest matches before deciding what to do.
Trigger
New Zendesk Ticket
Triggers when a new ticket is created in a specified view.
Action
Query Index
Searches an Elasticsearch index for documents.
Why this helps
Repeated issues are harder to recognize when previous incident records live in a separate search system.
- Bring possible historical incident matches into the ticket review process.
- Help distinguish a recurring issue from a new report.
- Keep the final triage decision with your team.
Setup
Build it in a few focused steps.
- 1Connect Zendesk and Elasticsearch once in the Notis portal.
- 2Create an automation in the portal or tell Notis to create one from any channel.
- 3In one instruction, ask Notis to search your incident index using the new ticket's error text, product area, and relevant identifiers, then report the closest matches and why they appear related.
- 4Choose the New Zendesk Ticket trigger and select where run reports should go.
- 5Test with one real ticket whose issue has known historical context.
Questions about this workflow
Will it decide that a ticket is a duplicate?
It can summarize potentially related indexed documents, but a human should confirm whether the issue is actually a duplicate or recurrence.
What if my incident index uses different fields?
Tell Notis which searchable details to use. You can inspect the index mapping with the Get Index Schema action if needed.
When this happens · Trigger
Do this · Action
Supported Triggers and Actions
Notis builds workflows that link Zendesk to Elasticsearch. A trigger fires from one place; an action lands in another.
Zendesk triggers
Elasticsearch actions
Recurring trigger
Notis starts this workflow on a schedule, such as daily, weekly, or during business hours.
Get Index Schema
View the structure and field mappings of an index.
Webhook trigger
Notis starts this workflow when an external tool or custom backend sends an HTTP request.
List Indices
Lists available Elasticsearch indices.
New User Created
Triggers when a new user is created.
Query Index
Searches an Elasticsearch index for documents.
New Zendesk Ticket
Triggers when a new ticket is created in a specified view.
Ping Cluster
Pings the cluster to check its connectivity and health.
Connect any two apps with Notis in the middle.
Zendesk and Elasticsearch, or any other combination from 1,000+ integrations.
When this happens · Trigger
Do this · Action
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