For engineering teams
Escalations arrive as vague prose, not actionable bugs — and triage burns your senior engineers. Watari turns Zendesk and Intercom tickets into draft GitHub pull requests, mapped to the file and function, so the back-and-forth between support and engineering stops.
Which seat are you in?
Run support
Real bugs drown in your queue. The handoff to engineering is manual and invisible.
Every real bug leaves as a structured, mapped report — and you hear when it’s fixed.
See how →Run engineering
Escalations arrive as vague prose, not actionable bugs. Triage burns your senior engineers.
They arrive pinned to the owning file and function, with a draft PR already open.
See how →Run the company
Slow time-to-fix churns customers. The loop back to them never closes.
Faster fixes, a closed customer loop, and you only pay when a bug is mapped.
See how →The handoff today
Five places the handoff falls apart between Zendesk or Intercom and a merged PR. Each costs human attention from someone who could be shipping.
Stage
Today
With Watari
Triage
Today · Triage
An engineer reads the thread, asks for repro, switches to the repo.
With Watari
It arrives as a structured bug — severity, repro, the customer’s own words — in Linear or Jira. No engineer reads the thread first.
Repro
Today · Repro
Reproduce locally — version mismatch, missing browser, flaky data.
With Watari
The repro comes attached — screenshots and devtools captures already read for you, not rebuilt by hand.
Mapping
Today · Mapping
Grep, scroll, and ask in #engineering which function owns this.
With Watari
It lands pinned to the exact file, function, and line. Nobody asks #engineering who owns it.
Draft fix
Today · Draft fix
Write the patch, write the test, push the branch.
With Watari
A draft PR — patch and test — is already open and passing CI, waiting for your reviewer.
RCA
Today · RCA
The customer reply slips for days; “fixed” goes out on merge, not deploy.
With Watari
The customer hears “fixed” the moment production confirms it — in their own language.
Receipts
Same checkout regression. Walked end‑to‑end through Watari.
Zendesk
TICKET-4928
“Checkout button hangs on Safari iOS 18 when cart > $200.”
Watari
Mapped Bug
PayButton.tsx:142 · handleSubmit()
GitHub
PR #1289
fix(checkout): debounce Stripe sheet on iOS Safari
We did not build another ticket router. We built the missing step between the customer’s words and the diff your reviewer opens — mapped to the line.
Why now
60%
of engineering-fixed bugs originate from customer reports.
Sentry State of Errors, 2024
For a team your size, every mapped bug is senior-engineer hours you don’t spend triaging — and a customer who hears “fixed” days sooner. You pay only when a bug is mapped to code, so the cost tracks the work, not the ticket count.
Under the hood
webhook · HMAC · vision
Every support channel becomes a queue. Zendesk and Intercom tickets stream in via webhook. Screenshots get read. Verbatims stay in the customer's language. Structured fields come out the other side, ready for a reviewer.
Webhook-driven
HMAC-verified webhooks with per-tenant secrets where the provider supports it. Idempotency keys, retry-safe.
Vision-aware
Screenshots, DevTools captures, UI traces analyzed alongside text.
Code-mixed
Hinglish, Spanglish, Japanese — customer verbatims preserved unchanged.
| Stage | Source | Subject | Customer | Severity | Engineer | Cycle | Updated | |
|---|---|---|---|---|---|---|---|---|
| Bug Extracted | verify-loop e2e failures: Greet output missing required phrase zendesk · Acme Robotics · 2m ago | Acme Robotics | High | PNPriya Nair | 12m | 13 days ago | ||
| PR Drafted | Checkout button hangs on Safari iOS 18 over $200 intercom · Northwind Trading · 5m ago | Northwind Trading | Critical | MCMaya Chen | 34m | 13 days ago | ||
| Merged | CSV export missing last 3 rows when row count > 1k zendesk · Globex · 8m ago | Globex | Medium | TRTom Ross | 1h 12m | 13 days ago | ||
| Deployed | Dark mode flickers between routes on Firefox intercom · Initech · 14m ago | Initech | Low | AMAnna Müller | 2h 4m | 13 days ago | ||
| RCA Published | Onboarding step 3 freezes after Google OAuth zendesk · Hooli · 22m ago | Hooli | High | RVRita Voss | 3h 41m | 13 days ago | ||
| Bug Extracted | PDF upload returns 404 over 5MB on the bulk path zendesk · Cyberdyne Systems · 31m ago | Cyberdyne Systems | Medium | Unassigned | — | 13 days ago | ||
| Classifying | Webhook signatures rejected by Stripe gateway intercom · Pied Piper · 42m ago | Pied Piper | High | Unassigned | — | 13 days ago | ||
| Closed | Stale cache after settings update across tabs zendesk · Vandelay Imports · 1h ago | Vandelay Imports | Low | PNPriya Nair | 4h 12m | 13 days ago |
vision · structured outputs
Read the screenshot, not just the text. Vision-aware extraction analyzes every attachment, parses the customer's thread, and emits a structured bug report with severity, repro steps, expected behaviour, and the verbatim quote. All typed against a strict schema.
Vision-aware
Structured outputs via JSON schema. Vision on attachments.
Severity scoring
Critical / High / Medium / Low with explanation.
Verbatim preservation
The customer's words, untranslated, attached to the bug.
pgvector · HNSW · rerank
Map every signal to the function that owns it. Your repository indexed into a high-recall vector store. A multi-stage search — vector similarity, then a confidence-scored rerank — narrows the candidates to a file, a line, a function name, and a confidence score.
Vector index
Halved-precision embeddings with cosine similarity; near-identical recall.
Rerank stage
Top hits passed to a reasoning model for confidence-scored ranking.
Dual ≥ 0.7 gate
Extraction AND mapping confidence both clear 0.7. Either misses, no billing event.
extended-thinking · test co-edit
The PR your CI agrees with. An extended-thinking model drafts the fix. The PR includes the source change, every test that exercises the affected function, and a description that traces the customer report → file → fix. A multi-rule validator rejects the proposal if it deletes tests, rewrites snapshots, or inserts no-ops.
Extended thinking
The drafting model reasons through contract changes and edge cases before emitting code.
Test co-editing
The PR updates every test that exercises a changed function in the same diff.
Multi-rule validator
No-op diffs, deleted tests, snapshot rewrites, and rogue imports are rejected before the PR opens.
CI · classifier · re-prompt
Your CI is the source of truth. If a check fails, we read the failure log and push the next commit. Not a guess — a fix targeted at the actual stack trace. Reviewer comments trigger a classifier gate that lets only actionable feedback reach a regeneration.
CI verify-loop
Listens to check_run / check_suite / status webhooks. Re-prompts the drafting model against the real failure log.
Reviewer-comment iteration
A classifier reads every comment. Only actionable feedback triggers regen.
Semantic re-prompt
Optional TypeScript / Pyright pass before push. Type errors loop back until clean.
deploy-gated · multi-lingual
Production confirms the fix — not merge. Watari watches GitHub deployment_status events and uses the Compare API to verify the merge commit is an ancestor of the live deploy. The customer-facing RCA, translated to the customer's language, publishes only after that verification.
Deploy-aware
GitHub deployment_status + Compare API. Publish on production landing, not on merge.
Multi-lingual RCA
IETF language tags. The drafting model generates the RCA in the customer's language; en-US fallback.
Cluster fan-out
One bug, many tickets. The RCA fans out to every linked thread with idempotency.
Deploy confirmed · production
deployment_status webhook fired at 10:01 UTC; RCA queued for publish.
multi-repo · CODEOWNERS · deploy-gated
Most fixes don’t live in one repo. Watari fans out across every repository scoring above the relevance gate, drafts a PR in each, routes reviewers via CODEOWNERS, and waits for every contributing merge plus a clean production deploy before publishing the customer’s RCA.
Fan-out gate
Cross-repo PR drafts only fire when relevance ≥ 0.7.
CODEOWNERS-aware
Each repo’s reviewers are picked from the file you already trust.
Deploy-gated RCA
Customer reply held until production agrees the fix is live.
Trust
Never trained on your code
Your source is read only to index it and to draft a fix. We never train models on it.
Encrypted and isolated
Tokens and webhook secrets are AES-256-GCM encrypted. Every tenant row is walled off by Postgres row-level security.
7-day mismapped credit
Map to the wrong file? Flag it within 7 days and the bug is credited on your next invoice — no refund request, no support ticket.
Every real, reproducible bug hiding in your support queue — pinned to the exact file and function responsible. That is a Mapped Bug. The PR draft, the customer-facing RCA, and Jira / GitHub Issues sync come bundled. You only pay when we know what to change — never for a vague ticket.
Pricing
Pay only when we map a bug to your code. Drafts, RCA, and Jira/GitHub sync bundled.
Starter
$400/mo
20 Mapped Bugs
Growth
$900/mo
60 Mapped Bugs
Scale
$1,800/mo
150 Mapped Bugs
Design Partner
$300/mo
30 Mapped Bugs
Built for the support & engineering stack you already run
Connect Zendesk or Intercom, install the GitHub App. Tickets land mapped to the file, function, and line — ready for your reviewer to take over.
You only pay when we know what to change.