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8 posts with this tag.
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 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.
Most Zendesk and Intercom tickets land in Linear as half-filled issues with no repro steps and wrong severity. This post shows how structured extraction and duplicate detection fix that before the sync ever fires.
Watari eliminates the manual copy-paste tax between Zendesk and Jira by extracting severity, repro steps, and customer impact automatically, then syncing a well-formed Jira issue only after both confidence gates clear.
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.
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.