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20 posts in this category.
A merged PR is not a customer resolution. This post explains the gap between engineering 'done' and support 'done', and how to close Zendesk and Intercom tickets with a structured, deploy-confirmed RCA instead of a manual one-liner.
A merged pull request is not a customer resolution event. This post explains the exact workflow gap between 'fix merged' and 'ticket closed', and how to close that loop automatically using production deploy confirmation rather than a human checklist.
When a support ticket reaches engineering, a second lifecycle begins: triage, code location, PR review, deploy confirmation, and customer notification. This post maps every checkpoint from the support lead's seat and explains where silence turns into churn.
When a Zendesk or Intercom ticket lands in engineering's queue, Watari's pipeline resolves which repository and function owns the bug before creating any escalation artifact, eliminating the 'which repo?' back-and-forth that slows cross-team handoffs.
Watari runs two independent confidence gates (extraction confidence and code-location confidence) before a ticket qualifies as a Mapped Issue, triggers billing, or generates a draft PR.
Most B2B SaaS teams have SLAs for ticket response and PR merge, but no one measures the hours a bug spends in limbo between Zendesk triage and a structured engineering receipt, and that unmeasured gap is where churn hides.
When Zendesk or Intercom tickets about the same bug arrive days apart, support tools miss the duplicate because they compare message text, not bug structure, here's how structured extraction fixes that.
Watari extracts a structured bug from a Zendesk or Intercom ticket, maps it to a specific file and function in Azure Repos via Microsoft Entra ID, and opens a draft pull request, without manual copy-paste between your support queue and Azure DevOps work items.
Bugs don't stall because teams are careless. They stall at a specific structural moment when support has triaged a ticket but the artifact crossing to engineering is too incomplete to act on.
Watari connects to Freshdesk via API key, extracts severity, repro steps, and expected-vs-actual behavior from free-form tickets, and opens a reviewed draft PR on GitHub, without any manual rewrite between support and engineering.