Turn the support inbox into engineering work

Stop relaying screenshots between Zendesk and Slack. Watari maps every ticket to a file and function, drafts the PR, and writes the customer back once the fix ships.

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The hidden tax of the support → engineering handoff

Engineers burn real time on every qualified bug ticket (re-reading the thread, reproducing the issue, hunting for the right file) and too many land in the wrong queue before anyone looks. Watari collapses the handoff: one Mapped Issue, one PR, one RCA back to the customer.

One case, start to finish

Maya Chen at Larkspur Home writes to Fernwood’s support team in Zendesk. A TypeScript / React codebase on GitHub. An illustrative case, with fictional companies.

Zendesk ticket #4812

1. Zendesk ticket #4812
Checkout hangs on Safari
“Our checkout button just spins on Safari when the cart is over $200.”
Maya Chen, Larkspur Home
2. Bug report
Checkout hangs on Safari for carts over $200
High
Expected: Order confirmed. Actual: Button keeps spinning.
3. Found in your code
src/components/checkout/PayButton.tsx
handleSubmit()
Only moves on when the payment says “succeeded”. Larger Apple Pay payments come back as “processing”, so the button spins.
4. Draft fix, PR #1289
Fix checkout hang on Safari for large carts
- Build passed
- Unit tests passed
- End-to-end tests passed
Review on GitHub
5. Customer update
Hi Maya, checkout works on Safari again, whatever the cart size.
Sent when the fix is live. Posted to ticket #4812.

From Maya Chen's ticket to the draft fix and the update that tells them it is fixed.

Intake.

Your support inbox is the loudest signal in the company, and most of it never leaves Zendesk. Watari turns every qualified ticket into a structured bug: severity scored, repro steps captured, the customer’s verbatim preserved untouched even in Hinglish or Spanglish. Tickets arrive automatically, and every screenshot is read.

Every attachment read: Screenshots and DevTools captures inform the bug, not just text.
Multi-channel intake: Zendesk, Intercom and Freshdesk, or issues your team hands over in Jira, Linear, GitHub Issues and Azure Boards.
Cluster dedup: Five customers reporting the same regression collapse to one canonical bug.

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.

Right engineer, every time.

A ticket helps no one if it lands on the wrong reviewer. Watari reads your CODEOWNERS when you have one. No CODEOWNERS? Watari suggests owners from who actually changes each file, and opens a PR to adopt them.

CODEOWNERS-aware: Existing rules drive reviewer selection.
Suggested owners: No CODEOWNERS? Watari suggests owners from who actually changes each file.
One-click adoption: Accept the suggestion and Watari opens a draft PR with the file.

Who owns this code

acme/payments-service has no CODEOWNERS file. Each folder gets the person who made most of its changes in the last year.

src/billing/Suggested: @octocatMost changes here in the last year
src/api/Suggested: @platform-teamMost changes here in the last year
src/webhooks/Suggested: @maya-reviewsMost changes here in the last year

Reviewers for the draft pull request, picked from the CODEOWNERS file you already keep.

Customer hears after production.

The customer is reading the RCA against production, not your merge log. For platforms that report deployments to GitHub (Vercel, Netlify, Render, and most CD platforms), Watari holds the customer-facing RCA until your production deploy contains the fix; platforms that don’t report deployments use merge-confirmation, with a periodic check and a manual confirm as backup. A later rollback parks the RCA again and surfaces a banner to engineers.

Deploy-aware: Held until the production deploy contains the fix.
Multilingual: Written in the language of the original ticket.
Every reporter told: Every linked ticket gets the update exactly once.

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.

We bill when we know what to change. The dual ≥0.7 confidence gate is the line between a bug report and a Mapped Issue.

14d

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Trial policy

Mismapped credit window

Billing model

0.7

Dual confidence gate

Watari billing model

Frequently asked questions

How is this different from a Zendesk macro?

Macros route tickets to a queue. Watari turns the ticket into a draft pull request mapped to a real file and function in your repo. The customer hears back when the fix is in production, not when the support agent applies a tag.

Do my support agents need to do anything differently?

No. Watari connects to your help desk directly. The agent works tickets exactly as before; the engineering surface lights up in parallel.

What happens to non-bug tickets (billing questions, account requests)?

They never reach the Mapped Issue gate. Watari extracts a structured bug or feature request only when the ticket looks like one and confidence clears 0.7. Everything else stays on the support side untouched.

Can Watari work without a connected repository?

Bug extraction and Slack/Linear/Jira notification can run with just a support tool (Zendesk, Intercom, or Freshdesk) plus the notification provider. The Mapped Issue billing event and PR drafting require a connected repository, GitHub or Azure DevOps.

How fast does a ticket become a draft PR?

Single-file fixes typically reach draft PR state within a few minutes. Multi-repo or large-diff fixes take longer; multi-repo PRs and CI follow-ups happen in the background and do not block downstream RCA timing.

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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