Convert escalated support tickets into development tasks

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

Try:

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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.

Snappy Explore Snappy →

Triggers

New ticket created

Fires when a new support ticket is created in Snappy.

Ticket status changed

Fires when a ticket's status changes in Snappy.

Ticket assigned

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

SLA breached

Fires when a ticket in Snappy breaches its response SLA.

Actions

Create ticket

Creates a new ticket in Snappy.

Update ticket status

Updates a ticket's status in Snappy.

Assign ticket

Assigns a ticket in Snappy to an agent.

Add ticket comment

Posts an internal or public comment on a ticket in Snappy.

ProjectManager Explore ProjectManager →

Triggers

New task created

Fires when a new task or card is created in ProjectManager.

Task completed

Fires when a task in ProjectManager is marked complete.

Due date approaching

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

Comment added

Fires when a comment is added to a task in ProjectManager.

Actions

Create task

Creates a new task in ProjectManager.

Update task

Updates a task's status or assignee in ProjectManager.

Add comment

Posts a comment on a task in ProjectManager.

Move task

Moves a task in ProjectManager to a different board or list.

Resolve customer tickets automatically when tasks complete When an engineer marks a bug fix task as complete in ProjectManager, update the status of the related support ticket in Snappy 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 Snappy, post an urgent warning comment directly on the related task in ProjectManager. See details

See all Snappy + ProjectManager integrations → · Browse the full workflow library →

Enterprise-grade security

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FAQ

Common questions

Can Knit build “Convert escalated support tickets into development tasks” between Snappy and ProjectManager?

Yes — describe it in the box above and Knit's Integrations Agent researches Snappy and ProjectManager'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 ProjectManager whenever a ticket in Snappy is escalated or tagged as a bug, with a two-way status sync so support sees engineering progress without leaving Snappy.

Can status updates flow back to the original ticket?

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