Example · WorkflowEngineering

Support ticket → repro → fix loop (in-house automation)

How we close user-reported bugs faster: classify tickets, pull logs, draft patches, and ping CS when fixed.

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Sasha Zelts

@sasha-zelts · Internal tools · automation that closes user-reported bugs

Problem

Users report “it broke” with vague steps. Engineers burn time reproducing.

Automation stack

  1. Intake — Zendesk/Intercom webhook → /triage/incoming.json
  2. Classify — agent tags: repro-ready / needs-logs / duplicate / feature-request
  3. Repro harness — if logs attached, agent writes minimal repro script
  4. Patch draft — branch fix/ticket-{id}, smallest diff, test note
  5. Close loop — merge → notify CS with user-facing summary

Guardrails

  • Never auto-merge to main
  • Human approves anything touching auth or billing
  • Duplicate detector compares stack traces + route + user agent

Result

Median time from ticket → verified fix dropped from ~3 days to same-day for top quartile issues.

Comments (1)

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    Liya KJun 20

    We adapted the classify step for design QA tickets too. Same shape, different labels.