Category
8 posts in this category.
Manual escalation routing fails in two predictable ways — wrong team, wrong queue, days of silence. This guide explains how code-location mapping and CODEOWNERS-driven assignment eliminate both failure modes.
Most support teams assign severity by gut feel or customer loudness — this post explains why structured extraction, confidence gating, and code-location matching are the only reliable way to protect engineering triage time.
Intercom conversations lack a subject line, mix bot noise with real repro steps, and fragment context across dozens of short messages — this post explains how structured bug extraction handles the chat format and routes actionable reports to GitHub, Linear, and Jira.
This post shows support and engineering teams how to replace the manual rewrite tax — the 15–30 minutes spent reformatting a Zendesk or Intercom ticket into something actionable — with structured extraction, CODEOWNERS-aware routing, and a closed feedback loop.
Most teams fix the bug but never tell affected customers what happened — that silent close is a churn trigger. This post explains how to write and deliver a structured, jargon-free root cause analysis that converts a support cost into a retention signal.
Support queues mix billing questions, feature requests, and real bugs — this post shows exactly how to separate them using structured extraction, reproduction criteria, and a routing model that protects senior engineering triage time.
This post walks through how Watari automates the lossy, manual path from a Zendesk support ticket to an engineering-ready bug report — including OAuth setup, structured extraction, noise filtering, code mapping, and draft PR generation.
Watari bills exactly one event — the Mapped Bug, a customer support bug that has been extracted and mapped to a specific file and function with high confidence. Draft pull requests, customer-facing root-cause analyses, and sync to Slack, Linear, Jira, and GitHub Issues are bundled into the subscription and never increment the meter.