Convert escalated support tickets into development tasks

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

Try:

See all Textline + Smartsheet 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.

Textline Explore Textline →

Triggers

New ticket or conversation

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

Ticket status changed

Fires when a ticket's status changes in Textline.

Ticket assigned

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

SLA breached

Fires when a ticket in Textline breaches its response SLA.

Actions

Create ticket

Creates a new ticket in Textline.

Update ticket status

Updates a ticket's status in Textline.

Assign ticket

Assigns a ticket in Textline to an agent.

Reply to a ticket or chat

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

Smartsheet Explore Smartsheet →

Triggers

New task created

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

Task completed

Fires when a task in Smartsheet is marked complete.

Due date approaching

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

Status changed

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

Actions

Create task

Creates a new task, job or item in Smartsheet.

Update task

Updates a task's status or assignee in Smartsheet.

Add comment

Posts a comment on a task in Smartsheet.

Assign task

Assigns a task in Smartsheet to a team member.

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

See all Textline + Smartsheet 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 Textline and Smartsheet?

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

Can status updates flow back to the original ticket?

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