Use casesTriage

Bug reports out of the support queue and into the backlog

Mitra can turn support tickets into bug reports: every morning at 9am, an agent reads the new Zendesk tickets and opens a Linear issue for the ones that are genuine bugs, with reproduction steps taken from the ticket. The issue link goes back to the channel that reported it.

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

The prompt

Every morning at 9am, go through yesterday's Zendesk tickets and, for the ones describing a bug rather than a question, open a Linear issue with the reproduction steps and a link to the ticket. Post each issue link back to the Slack channel the report came from.

Zendesk

Linear

Slack

Build this agent

200 credits to start · no credit card

What the agent actually does.

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

Make it yours.

For support and engineering teams who relay bug reports by hand, where the customer's actual steps get lost somewhere between the ticket and the backlog. Change any of this by saying so — there is nothing to rewire.

Draft a reply to the customer confirming the bug was filed, and hold it for approval before sending.
File issues only for tickets from paying customers, and collect the rest into a weekly list.
Add repeat reports of the same bug 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 reads the ticket and writes the Linear issue from what the customer already said: the steps they described, what they expected, 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, while a question about how to use the product does not. Borderline tickets can go to Slack for a human call instead of straight to the backlog. Every decision is recorded in the run.