Use casesTriage

Bug reports out of the support queue and into the backlog

Mitra turns support tickets into bug reports. Every morning at 9am the agent reads the new Zendesk tickets and opens a Linear issue for the genuine bugs. The reproduction steps come from the ticket, and the issue link goes back to the reporting channel.

Runs: Every day at 9am
Used by: Engineering · Customer Support

The prompt

Every morning at 9am, read yesterday's Zendesk tickets and open a Linear issue for the ones describing a bug. Post each issue link back to Slack.

Zendesk

Linear

Slack

Build this agent

200 credits to start · no credit card

What the agent actually does.

Read yesterday's tickets
The agent reads every Zendesk ticket opened since the last run, including the customer's own description.
Separate bugs from questions
Tickets describing something broken are kept, and how-to questions, billing queries and feature requests stay in support.
Write the reproduction steps
Each issue carries the steps the customer described, what they expected, and the version or browser if the ticket names one.
Link the ticket and the issue
The two point at each other, so support can follow progress without asking anyone.
Tell the reporting channel
A Slack message names the issue and which team it landed with.

Make it yours.

For support and engineering teams who relay bugs by hand, and lose the customer's real steps on the way. Change any of this by saying so — there is nothing to rewire.

Draft a reply confirming the bug was filed, and hold it for approval.
File issues only for paying customers, and collect the rest weekly.
Add a repeat report to the existing issue instead of opening a new one.

Questions, answered.

How do I turn support tickets into bug reports without retyping them?

Mitra writes the Linear issue from what the customer already said: the steps they described, what they expected, and the version and browser if the ticket mentions them. A link back to the Zendesk ticket sits on the issue, so an engineer can read the original.

Which support tickets should become bug reports?

You set the rule and Mitra applies it. Something that used to work and now does not becomes a Linear issue, and a question about how to use the product does not. Borderline tickets can go to Slack for a person to call, and every decision is recorded.