What does this mean?
Ensures comprehensive documentation of bugs, improving the speed and accuracy of issue resolution and fostering seamless communication between support and product development.
How it works?
Transcribes customer calls and extracts bug-related information from support tickets, automatically creating detailed reports with context for the development team.
Workflow steps
Step 1: Trigger on support activity
The Workflow activates when a customer call ends or a new support ticket arrives—capturing bug-related conversations as they happen through your existing support tools.
Step 2: Extract bug details
Cassidy transcribes the call recording or parses the support ticket, then identifies and extracts bug-related information—symptoms, error messages, steps to reproduce, and customer impact.
Step 3: Enrich with context
The Workflow pulls additional context from your Knowledge Base and connected systems (like your CRM or product documentation) to add relevant details about the customer's environment, account history, and any related known issues.
Step 4: Generate detailed bug report
Using the extracted information and enriched context, Cassidy compiles a structured bug report formatted for your development team—including severity assessment, reproduction steps, and customer quotes that bring the issue to life.
Step 5: Route and log for resolution
The completed report is automatically sent to the appropriate channel (Slack, Jira, or email) and logged in your ticketing system, ensuring support and product teams have full visibility and can act fast.