Introduction

Watari turns customer support tickets into mapped bug reports, draft pull requests, and customer-facing root cause analyses — without manual triage between your support and engineering teams.

What Watari does

Every ticket that arrives from Zendesk or Intercom passes through a four-stage pipeline:

1. Intake — the ticket arrives via webhook. Text, screenshots, and attachments are all read.
2. Extract — a structured bug is pulled from the ticket: severity, repro steps, expected vs. actual behavior, customer impact, and the customer's original words.
3. Map — the bug is matched to the responsible file and function in your GitHub repository. Both the extraction and the mapping must pass a high-confidence threshold before a Mapped Bug is recorded.
4. Draft + publish — a draft pull request is opened in your repository, routed to reviewers via CODEOWNERS. After the PR merges and a successful production deploy is confirmed, Watari posts the customer-facing RCA back to the original ticket.

The loop closes without a human relay between support and engineering. Support gets a reply; engineering gets a diff.

Who this is for

Engineering leads at B2B SaaS companies who are already handling a support queue and want the bug reports arriving as structured records with code locations attached — not as "something seems broken" Slack messages. Watari fits into the workflow you already have: Zendesk or Intercom for support, GitHub for code, Jira or Linear for issues. You connect those three things once, and the pipeline runs on every qualifying ticket from that point forward.

Customer support managers who want to close the loop with customers after a bug is fixed. Right now the process is manual: wait for engineering to tell you it's fixed, then find the original ticket, then write a reply. Watari posts the RCA automatically after the deploy lands — in the same ticket thread, in the customer's language. The support manager doesn't have to track the PR or ask engineering for a status update.

What Watari is not

Watari is not a chatbot and it does not respond to customers in real time. It processes tickets as they arrive, but the output is a structured engineering artifact — a draft PR — not an automated customer response. The customer reply (the RCA) is held until a human approves and merges the fix.

Watari is not autonomous. It opens draft PRs, not merged ones. A human reviewer approves, requests changes, or closes every PR Watari drafts. If the fix isn't right, the reviewer comments and Watari re-generates.

Watari runs on a paid subscription. There is a 14-day free trial (10 Mapped Bugs included, no credit card required), but production use requires a plan. See /pricing for current tiers.

Prerequisites

• A Zendesk or Intercom account with a support queue receiving tickets.
• A GitHub organization with at least one repository you want mapped.
• A Watari account — sign up at watari.ai/signup.

Next: 10-minute quickstart — connect your stack and see your first Mapped Bug in under ten minutes.