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. Formats bug reports from customer tickets into clear, actionable items with essential details for support teams to address.Workflow steps
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.
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.
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.
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.
Related
Build and configure an Agent
Create a custom Agent with tailored instructions and Knowledge Base access.
Set up your Knowledge Base
Add your company documents so Agents can reference them.