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From customer bug report to fix

How one team described it:
“A customer reports a bug in Intercom. Support verifies it and opens a Linear issue with the Sentry errors attached, the product manager sets the priority, a developer fixes it in GitHub and we let the customer know.”
  • Intercom
  • Linear
  • Sentry
  • GitHub
  • Vercel
5 run on their own3 stay with people

Typically saves 3–5 h a week

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ProductFrom customer bug report to fix
Process description
Trigger
A customer reports a bug in Intercom
Outcome
The customer hears the bug is fixed without having to ask.
Tools
IntercomLinearSentryGitHubVercel
Steps
  1. 1
    Verify and add detailsSupport, tool Intercom
    Stays with a person
  2. 2
    Open an issueSupport, tool Linear
    Can be automated
  3. 3
    Attach errors and logsSupport, tool Sentry
    Can be automated
  4. 4
    Set the priorityProduct manager, tool Linear
    Stays with a person
  5. 5
    Assign to a developerProduct manager, tool Linear
    Can be automated
  6. 6
    Fix and code reviewDeveloper, tool GitHub
    Stays with a person
  7. 7
    Deploy the fixDeveloper, tool Vercel
    Can be automated
  8. 8
    Message the customerSupport, tool Intercom
    Can be automated

Want this process in your company?

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