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Before building Watari, we held three confident assumptions about why the support-to-engineering handoff breaks — volume, routing, and fix speed — and all three turned out to be wrong in ways that reshaped every pipeline stage we built.
Most B2B SaaS teams have a tight fix loop from Zendesk ticket to GitHub PR, but a completely broken notification loop — and that silence after the fix is the actual churn trigger, not the bug itself.
A support ticket and a bug report are structurally incompatible artifacts — one is written for human empathy, the other for engineering reproduction — and that format mismatch is the real cost hiding in your support-to-engineering handoff.
The most expensive bug isn't the first ticket — it's the fifth ticket about the same bug filed weeks later because no closed loop existed between your support queue and your codebase.
The support-to-engineering handoff breaks at the format boundary — free-form Zendesk and Intercom tickets are structurally incompatible with what engineers need, and no amount of Slack messages or Jira fields fixes a format mismatch.