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What happens between the ticket and the merge.

Six steps, each with a gate that can stop it. Nothing reaches your reviewers unless the bug cleared extraction and mapping, and nothing reaches your customer until production confirms the fix is live.

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Intake.

Every support channel becomes a queue. Zendesk, Intercom, and Freshdesk tickets arrive automatically. Or hand Watari an issue in Jira, Linear, GitHub Issues or Azure Boards. Screenshots on support tickets get read. Verbatims stay in the customer's language. Structured fields come out the other side, ready for a reviewer.

Automatic intake
Tickets arrive from your help desk automatically; issues arrive from your tracker when your team hands them over.
Screenshots read
Screenshots, DevTools captures, UI traces read alongside the text.
Code-mixed
Hinglish, Spanglish, Japanese: customer verbatims preserved unchanged.
Issues

Issues

3 need you. Watari is working on 2.

Your move3

You can do these

  • Checkout button hangs on Safari over $200Northwind Trading · Intercom · +2 more customersWatari asks10:44
  • Where do I change the invoice footer?Skyline Realty · Freshdesk #51807Send this answer11:41

Waiting on your engineers

  • Onboarding greeting is missing the required phraseAcme Robotics · Zendesk #48213Review the fix11:02

Watari's move2

  • Export to Excel drops the last columnFernwood Health · Zendesk #48240Drafting a fix12:29
  • Notification bell does nothing when tappedAcme Robotics · Zendesk #48251Looking for the cause12:41

Done this week1

  • Invoice PDF shows the wrong tax rateSkyline Realty · Freshdesk #51722Customer updatedMon
The Issues list in Watari, sorted by whose move it is, with the customer behind each issue.

Extract.

Read the screenshot, not just the text. Watari reads every attachment and the customer's thread, and turns them into a structured bug report with severity, repro steps, expected behaviour, and the verbatim quote.

Every attachment
Reads every attachment, not just the text.
Severity scoring
Critical / High / Medium / Low with explanation.
Verbatim preservation
The customer's words, untranslated, attached to the bug.
What the customer reported
Customer verbatim
🇺🇸en-USEnglish

Hey team, our cart on Safari 18 just keeps spinning when the total is over $200. I tried two different cards. Smaller carts (≤ $150) work fine and the Stripe sheet opens. We saw a single charge attempt in our dashboard but no confirmation back to the app. This is blocking our weekend sale, please advise ASAP. Browser: Safari 18.0 on iPhone 15 Cart total: $214.50

Checkout button hangs on Safari iOS 18. Smaller carts work, anything over $200 just spins.
What the customer reported, kept in their own words beside the bug Watari wrote up from it.

Map.

Map every signal to the function that owns it. Watari finds the file, line and function behind each bug, and tells you how confident it is.

Whole-repo search
Every file you connect is searchable, across every repository.
Ranked candidates
Ranked candidates, each with a plain reason it matched.
Dual ≥ 0.7 gate
Extraction AND mapping confidence both clear 0.7. Either misses, no billing event.
Where it happens
Where it happens
#1Strong match
src/greeter.tsgreet

greet() returns a string missing the required enterprise phrase

#2Possible match
src/intent.tsdetectIntent

intent classifier short-circuits on empty body, never reaches the greeter

Where it happens: the file and function behind the bug, with how sure Watari is of each match.
  1. api/
  2. billing/
  3. lib/
  4. src/
  5. components/
  6. checkout/
  7. PayButton.tsx
  8. handleSubmit()
  9. tests/
  10. workers/
  11. admin/
Thousands of files in, one function out: src/components/checkout/PayButton.tsx, handleSubmit().

Draft.

The PR your CI agrees with. Watari drafts the fix and the tests that cover it, with a description that traces the customer report to the file and the fix. Drafts that weaken your tests never open.

Fix and tests together
Watari drafts the fix and the tests that cover it.
Test co-editing
The PR updates every test that exercises a changed function in the same diff.
Your tests stay intact
Drafts that weaken your tests never open.
Draft fix
Draft fix ready for review

CI passing

1 file changed · Strong match

acme/onboarding #1289

The draft fix: a pull request with the change and the tests that cover it, ready for review.

Verify.

Your CI is the source of truth. When CI fails, Watari reads the failure and pushes a follow-up commit. Reviewer comments that ask for a change get one.

Follows up on failing CI
When CI fails, Watari reads the failure and pushes a follow-up commit.
Answers reviewers
Reviewer comments that ask for a change get one.
Checked before push
Type-checked in a sandbox before it is pushed.
Checks
Checks on the pull request
passing
  • lint4.2s
  • typecheck18.7s
  • test46.1s
  • build2m12s
Your own CI checks running on the draft pull request.

Close.

Production confirms the fix, not merge. The customer update waits until your production deploy contains the fix, not just the merge, and it is written in the customer's language.

Deploy-aware
The customer update waits until your production deploy contains the fix, not just the merge.
Multilingual RCA
Written in the customer's language.
Every reporter told
One bug, many tickets. Every linked ticket gets the update once.
Customer update

Deploy confirmed · production

The fix is live as of 10:01 UTC. Customer update posted to the support ticket.

10:01 UTC
Customer update
published

Checkout button hang on Safari 18: fix shipped

Hi Maya, the checkout button on Safari 18 was failing because of a null intent guard that misfired when cart totals crossed $200. We have shipped a fix to production at 10:01 UTC and your charge for #4928 is now reattempting automatically. No further action is needed on your end.

The update for the customer, held until production confirms the fix is live.

What the whole loop looks like.

A worked example, not a customer. The measured results, every case including the misses, are on the benchmark page.

One issue, three records

  1. Zendesk

    TICKET-4928

    “Checkout button hangs on Safari iOS 18 when cart > $200.”

    Author
    Maya Chen
    Severity
    P1

  2. Watari

    Mapped Issue

    PayButton.tsx:142 · handleSubmit()

    Extraction
    0.91
    Code mapping
    0.86

  3. GitHub

    PR #1289

    fix(checkout): debounce Stripe sheet on iOS Safari

    Diff
    +2 −1
    CI
    passing
An illustration of one loop: the customer's ticket, the Mapped Issue Watari wrote from it, and the draft pull request that fixes it.

Multi-repo, by design.

Most fixes don’t live in one repo. Watari opens a PR in each repository the bug actually touches, routes reviewers via CODEOWNERS, and waits for every contributing merge plus a clean production deploy before publishing the customer’s RCA.

Only the repos it touches
Watari opens a PR in each repository the bug actually touches.
CODEOWNERS-aware
Each repo's reviewers are picked from the file you already trust.
Deploy-gated RCA
Customer reply held until production agrees the fix is live.

The documentation for each step.

Frequently asked questions

How does Watari map a signal to my code?

Watari finds the file, line and function behind each bug across every repository you connect, ranks the candidates with a plain reason for each match, and tells you how confident it is.

Does Watari work across multiple repositories?

Yes. Watari opens a focused PR in each repository the bug touches, and only those. Each repo gets its own draft PR routed to the right reviewers via CODEOWNERS. The customer RCA waits for every contributing PR to merge and the production deploy to confirm.

When does Watari publish the customer-facing RCA?

Automatically, once the fix ships: at deploy time for platforms that report deployments to GitHub (Vercel, Netlify, Render, and most CD platforms), or at merge time otherwise. A periodic check and a manual "Mark as deployed" cover anything we can't observe. If a later deploy excludes the fix, we hold the RCA and surface a rollback banner.

What happens when Watari cannot draft a fix?

The bug still arrives mapped, with the reason recorded: the change is too large to fix safely, every file it maps to is too large to edit safely, or a credential already committed to the file blocks the push. You get the mapped issue and the explanation, and a withheld PR does not consume a retry attempt.

When a support ticket reports a bug, your engineers get a drafted fix.

Connect your help desk or your issue tracker, then GitHub or Azure DevOps. Watari maps each bug to the exact file and function in your code and drafts the fix as a pull request your CI checks.

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