Tag

#ticket-triage

2 posts with this tag.

Support ticket duplicate detection: how to stop filing the same bug twice

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 Team

August 12, 20267 min read

Behind the scenes

Why We Stopped Treating Support Tickets as Bug Reports

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.

Watari Team

June 29, 20267 min read