Triager

Requirements

This automation requires that you have a ticketing system and a bug tracking system configured.

How it works

When an issue is received that may be a bug, this automation checks the bug tracking system to determine whether there is already a matching open bug. If there is, it adds an internal note to the issue pointing to the existing bug. If there is not a matching bug, then it opens a new bug in the bug tracking system. Finally, it will add an internal update to the support issue containing the content of the newly opened bug and a link to the bug so the engineer can edit, update, and assign the bug.

The automation will also draft a suggested response to the customer, in the same internal note.