Smarter Week

How to automate it

How to automate “write up bugs and escalate to product or engineering”

Here are 2 ways to spend less time on this, best first. Each comes with steps you can follow today and, for AI fixes, a prompt to copy.

20 min
typically, a few times a week
50%
of the time can be automated
Some setup
to set up

Fix 1 of 2

Software featureBest fix

Link tickets to Jira or Linear issues instead of retyping them

The Jira, Linear and Azure DevOps integrations create the issue from the ticket, link every affected customer to it, and show status changes back in the helpdesk.

Typically saves about 40% of the time45 min to set up
  1. 1Install the Jira, Linear or Azure DevOps app in your helpdesk.
  2. 2Agree a bug template with engineering (steps, expected, actual, account, screenshots).
  3. 3Create or link the issue from inside the ticket.
  4. 4Link new reports of the same bug to the existing issue instead of filing new ones.

Tools: Jira integration · Linear integration · Azure DevOps integration · Zendesk, Intercom or Freshdesk

Fix 2 of 2

AI

Have AI turn the ticket thread into a clean bug report

Engineering acts faster on a clear report. AI turns a long customer thread into steps, expected and actual results in your team's template.

Typically saves about 40% of the time5 min to set up
  1. 1Copy the thread and your own test notes.
  2. 2Paste with the prompt and your bug template.
  3. 3Check the steps reproduce.
  4. 4Paste into Jira, Linear or your tracker.
Prompt to copy
Turn this support thread into a bug report using this template: [PASTE TEMPLATE, or use: Summary, Steps to reproduce, Expected, Actual, Impact, Account/environment, Attachments]. My test notes: [NOTES]. Keep it factual and short. Remove personal customer details except the account ID [ID]. List anything missing that engineering will ask for.

Thread:
[PASTE]

Tools: ChatGPT, Claude, Gemini or Microsoft Copilot

Who does this task

Roles in our library that list this as one of their common tasks. Each guide covers the rest of that role’s week.

Customer Support AgentSupport Team Lead / ManagerCustomer Success ManagerImplementation / Onboarding Specialist

HourLeak · the 8-minute work audit

How many hours does this cost you?

The free 8-minute check works out where your week goes and gives you your top fixes. The team scan does the same for everyone and adds it up, so you know which leaks to fix first.

Take the free check Scan my team, $49

Answers are anonymous. Leaders only see team totals.

Other common tasks for Customer Support Agents