Convert escalated support tickets into development tasks

When a high-priority customer issue is logged in Groove, create a matching task in Pivotal Tracker for product engineers to investigate.

Try:

See all Groove + Pivotal Tracker integrations or talk to a human

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How Knit builds this workflow

The Agent researches both APIs and wires the trigger on one side to the action on the other — no pre-built connector required. Here is the vocabulary it has to work with.

Groove Explore Groove →

Triggers

New ticket or conversation

Fires when a new support ticket or chat conversation starts in Groove.

Ticket status changed

Fires when a ticket's status changes in Groove.

Ticket assigned

Fires when a ticket in Groove is assigned to an agent.

SLA breached

Fires when a ticket in Groove breaches its response SLA.

Actions

Create ticket

Creates a new ticket in Groove.

Update ticket status

Updates a ticket's status in Groove.

Assign ticket

Assigns a ticket in Groove to an agent.

Reply to a ticket or chat

Posts a reply or internal note on a ticket or conversation in Groove.

Pivotal Tracker Explore Pivotal Tracker →

Triggers

New task created

Fires when a new task, job or item is created in Pivotal Tracker.

Task completed

Fires when a task in Pivotal Tracker is marked complete.

Due date approaching

Fires when a task's due date in Pivotal Tracker is coming up.

Status changed

Fires when a task, job or project changes status in Pivotal Tracker.

Actions

Create task

Creates a new task, job or item in Pivotal Tracker.

Update task

Updates a task's status or assignee in Pivotal Tracker.

Add comment

Posts a comment on a task in Pivotal Tracker.

Assign task

Assigns a task in Pivotal Tracker to a team member.

Resolve customer tickets automatically when tasks complete When an engineer marks a bug fix task as complete in Pivotal Tracker, update the status of the related support ticket in Groove so support can notify the customer. See details

Flag SLA breaches on project management task boards If a critical ticket breaches its resolution SLA in Groove, post an urgent warning comment directly on the related task in Pivotal Tracker. See details

See all Groove + Pivotal Tracker integrations → · Browse the full workflow library →

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FAQ

Common questions

Can Knit build “Convert escalated support tickets into development tasks” between Groove and Pivotal Tracker?

Yes — describe it in the box above and Knit's Integrations Agent researches Groove and Pivotal Tracker's public API docs (or your own uploaded docs) and builds a working workflow, whether or not either app already has a pre-built connector.

How long does it take to build?

Minutes to a first working version, not weeks — you test it against real data before it goes anywhere near production.

What's the most common Project Management + Ticketing automation?

Creating a task in Pivotal Tracker whenever a ticket in Groove is escalated or tagged as a bug, with a two-way status sync so support sees engineering progress without leaving Groove.

Can status updates flow back to the original ticket?

Yes — when the linked task in Pivotal Tracker changes status, the Agent can post that update back onto the original ticket in Groove automatically.