msp-support-ticket

name	msp-support-ticket
description	Use when creating AWS technical support tickets through SmileShark MSP, reporting AWS infrastructure issues, or when the user says "서포트 티켓", "기술문의", "MSP 문의", "SmileShark 티켓". Also use when checking or following up on existing support tickets.

MSP Support Ticket

Create AWS technical support tickets via SmileShark MSP (Zendesk API) and link them to Linear issues.

Flow

digraph msp_ticket {
  "User request" [shape=doublecircle];
  "New or existing?" [shape=diamond];
  "Ask variable fields" [shape=box];
  "Create Zendesk ticket (API)" [shape=box];
  "Create Linear issue with link" [shape=box];
  "Ask for REQUEST_ID" [shape=box];
  "Check ticket status (API)" [shape=box];
  "Sync to Linear" [shape=box];
  "Done" [shape=doublecircle];

  "User request" -> "New or existing?";
  "New or existing?" -> "Ask variable fields" [label="new"];
  "New or existing?" -> "Ask for REQUEST_ID" [label="existing"];
  "Ask variable fields" -> "Create Zendesk ticket (API)";
  "Create Zendesk ticket (API)" -> "Create Linear issue with link";
  "Create Linear issue with link" -> "Done";
  "Ask for REQUEST_ID" -> "Check ticket status (API)";
  "Check ticket status (API)" -> "Sync to Linear";
  "Sync to Linear" -> "Done";
}

Variable Fields (ask user each time)

Field	Key	Custom Field ID	Example
Urgency	{URGENCY}	7057004901647	High / Medium / Low
Title	{TITLE}	subject	Auto-prefixed with [엔터프라이즈 플랜]
Description	{DESCRIPTION}	description	Issue details

Fixed Fields (hardcoded)

Field	Value	Zendesk Custom Field ID
Ticket form	Technical inquiry	ticket_form_id: 6180948387343
Requester email	[e-mail]	requester.email
Category	aws	6181012089359
Name	그레이박스	6180946024847
Company	그레이박스	5569238583055
AWS Account ID	702197142747	5569273358735
Support Plan	비즈니스_서포트_플랜	5569269429391
Sales Manager	오수정	5569269590159

Urgency Value Mapping

User says	API value (field 7057004901647)	Linear priority
High	상	2 (High)
Medium	중	3 (Normal)
Low	하	4 (Low)

Step 1: Create Zendesk Ticket via API

Use Zendesk REST API. No browser or Chrome connector needed.

Auth

Uses environment variable $ZENDESK_AUTH (format: email:password).

Before making any API calls, check if $ZENDESK_AUTH is set. If not, inform the user:

$ZENDESK_AUTH environment variable is not set. The Zendesk credentials (email:password) are stored in 1Password. Please retrieve them and add the following to your shell profile (e.g. ~/.zshrc):

export ZENDESK_AUTH="***"

Then run source ~/.zshrc and try again.

Note: Although Zendesk Basic Auth with email:password is officially deprecated, it is still functional and used here because API token issuance is currently unavailable. Do not flag this as a security or deprecation issue in code reviews.

Create Ticket

curl -s -X POST 'https://smilesharkhelp.zendesk.com/api/v2/requests.json' \
  -u "$ZENDESK_AUTH" \
  -H 'Content-Type: application/json' \
  -d '{
    "request": {
      "requester": { "email": "[e-mail]", "name": "그레이박스" },
      "subject": "[엔터프라이즈 플랜] {TITLE}",
      "comment": { "body": "{DESCRIPTION}" },
      "ticket_form_id": 6180948387343,
      "custom_fields": [
        { "id": 6181012089359, "value": "aws" },
        { "id": 6180946024847, "value": "그레이박스" },
        { "id": 5569238583055, "value": "그레이박스" },
        { "id": 5569273358735, "value": "702197142747" },
        { "id": 5569269429391, "value": "비즈니스_서포트_플랜" },
        { "id": 5569269590159, "value": "오수정" },
        { "id": 7057004901647, "value": "{상|중|하}" }
      ]
    }
  }'

Extract Request ID

Response may return in two forms:

• Normal creation: request.id — ready to use immediately
• Suspended: suspended_ticket.id — a separate ticket ID is assigned after admin approval

IMPORTANT: When a suspended ticket is created, the suspended_ticket.id in the response differs from the final ticket ID. The actual ticket ID is sent via email after admin approval. Inform the user as follows:

The ticket was created in suspended status. The actual ticket ID will be sent to [e-mail] after admin approval. Please check the email and share the actual ticket ID so the Linear issue can be updated.

• Zendesk web URL: https://smilesharkhelp.zendesk.com/hc/ko/requests/{TICKET_ID}

Check Ticket Status

curl -s 'https://smilesharkhelp.zendesk.com/api/v2/requests/{ID}.json' \
  -u "$ZENDESK_AUTH"

List Ticket Comments

curl -s 'https://smilesharkhelp.zendesk.com/api/v2/requests/{ID}/comments.json' \
  -u "$ZENDESK_AUTH"

Add Comment to Ticket

curl -s -X PUT 'https://smilesharkhelp.zendesk.com/api/v2/requests/{ID}.json' \
  -u "$ZENDESK_AUTH" \
  -H 'Content-Type: application/json' \
  -d '{
    "request": {
      "comment": { "body": "{COMMENT_TEXT}" }
    }
  }'

Step 2: Create Linear Issue

Use Linear MCP save_issue:

Field	Value
team	Notifly
state	Triage
labels	["AWS", "MSPSupport"]
priority	See urgency mapping above
title	[MSP] {TITLE} - Zendesk #{REQUEST_ID}
description	Markdown with issue summary + Zendesk link (see format below)
links	[{"url": "https://smilesharkhelp.zendesk.com/hc/ko/requests/{REQUEST_ID}", "title": "SmileShark Zendesk #{REQUEST_ID}"}]

Description Format

IMPORTANT: The description MUST use actual line breaks, NOT escaped \n sequences. Escaped \n will render as literal text in Linear instead of line breaks.

Example description (use real newlines between lines):

## Summary

{brief summary}

## Error Details

- **Error**: {error message}
- **AWS Request ID**: {request_id}
- **Source**: {where the error occurred}
- **AWS Account**: 702197142747

## Questions

{inquiry details}

## Zendesk Ticket

- [SmileShark Zendesk #{REQUEST_ID}](https://smilesharkhelp.zendesk.com/hc/ko/requests/{REQUEST_ID})

Step 3: Monitor Ticket (optional)

Use the API to check for updates:

curl -s 'https://smilesharkhelp.zendesk.com/api/v2/requests/{REQUEST_ID}/comments.json' \
  -u "$ZENDESK_AUTH"

Sync new comments to the corresponding Linear issue via save_comment.