> ## Documentation Index
> Fetch the complete documentation index at: https://docs.cassidyai.com/llms.txt
> Use this file to discover all available pages before exploring further.

# Bug Triage Agent

> Gathers and analyzes bug reports from ticketing systems, prioritizing and escalating them based on severity, impact on customers, and urgency.

<Frame>
  <img src="https://mintcdn.com/cassidy/sYy-vNuqpU0xqerK/images/use-cases/bug-triage-agent-img-0.png?fit=max&auto=format&n=sYy-vNuqpU0xqerK&q=85&s=e87c6552301a5d3f59fc4a85a4d6c7ba" alt="Bug Triage Agent" width="1920" height="1080" data-path="images/use-cases/bug-triage-agent-img-0.png" />
</Frame>

## What does this mean?

Boosts support efficiency by ensuring quick attention to critical issues, improving customer satisfaction, and facilitating better communication between support and engineering for timely resolutions.

Gathers and analyzes bug reports from ticketing systems, prioritizing and escalating them based on severity, impact on customers, and urgency.

## Workflow steps

<Steps>
  <Step title="Trigger on new bug report">
    The Workflow activates automatically when a new bug report is submitted to your ticketing system—whether from Zendesk, Jira, or another connected helpdesk.
  </Step>

  <Step title="Analyze and categorize the issue">
    Cassidy reviews the bug report details, pulling context from your Knowledge Base and systems like Jira to understand product areas, known issues, and historical patterns.
  </Step>

  <Step title="Assess severity and impact">
    The Workflow evaluates the bug's severity based on factors like customer impact, affected functionality, and urgency—assigning a priority level that aligns with your team's triage criteria.
  </Step>

  <Step title="Route based on priority">
    The Workflow directs the bug to the appropriate queue: critical issues get escalated immediately to engineering, while lower-priority bugs are organized for standard review.
  </Step>

  <Step title="Notify the right team">
    Cassidy sends an alert to the relevant team via Slack or Microsoft Teams, including a summary of the issue, priority level, and recommended next steps—keeping support and engineering in sync.
  </Step>

  <Step title="Log and update the ticket">
    The Workflow updates the original ticket with triage notes, priority tags, and routing information, ensuring full visibility and a clear audit trail for follow-up.
  </Step>
</Steps>

## Related

<CardGroup cols={2}>
  <Card title="Build and configure an Agent" icon="robot" href="/agents/build-and-configure">
    Create a custom Agent with tailored instructions and Knowledge Base access.
  </Card>

  <Card title="Set up your Knowledge Base" icon="book" href="/knowledge-base/setup">
    Add your company documents so Agents can reference them.
  </Card>
</CardGroup>