What does this mean?
Streamlines understanding and processing of customer issues, reducing time to resolution and enhancing cooperation between support and engineering teams to resolve problems efficiently.
How it works?
Formats bug reports from customer tickets into clear, actionable items with essential details for support teams to address.
Workflow Steps
Step 1: Trigger on new customer ticket
The Workflow activates when a new support ticket arrives from your helpdesk system, flagging a potential bug report for processing.
Step 2: Extract bug details
Cassidy parses the incoming ticket to identify key information: the reported issue, steps to reproduce, affected features, customer environment details, and any error messages or screenshots provided.
Step 3: Format into actionable bug report
Using your company's Knowledge Base and context, Cassidy transforms raw ticket content into a structured, standardized bug report—complete with severity assessment, affected components, and clear reproduction steps that engineering teams can act on immediately.
Step 4: Route for review
The formatted bug report is sent to the appropriate support or engineering team member via email or Slack for quick validation before handoff.
Step 5: Log and distribute
Once confirmed, the Workflow logs the formatted report back to your ticketing system and notifies the relevant engineering team, creating a clear paper trail and ensuring nothing falls through the cracks.