Incoming bug reports are read automatically, sorted by severity, and routed to the right team, so critical issues reach an engineer almost immediately.
Typical results
Minutes
for critical bugs to reach an engineer
100%
of reports classified and ticketed
1
queue instead of scattered channels
Figures reflect typical results for this kind of automation.
The challenge
Bug reports arrived through several channels and a developer had to read each one by hand, which delayed urgent fixes.
Before and after
Triage time per report
−40%Time for a critical bug to reach the right engineer
−97%Reports triaged by hand
−100%The automation
We built a flow with an AI step that classifies every incoming report by severity and area, creates a ticket, and assigns it to the correct team with a short summary attached.
How it works
- 01
Report arrives
Bug reports from every channel land in a single automated flow.
- 02
AI classifies
Severity and product area are detected automatically for each report.
- 03
Ticket created
A ticket with a short, clear summary is generated instantly.
- 04
Routed to the right team
Assignment happens on its own — no developer reads reports by hand.
- 05
Critical bugs jump the queue
Urgent issues reach the right engineer in minutes instead of hours.
Starts from
- Bug report
Delivers
- Routed to team
The impact
Triage time per report fell by 40%, and critical bugs now reach the right engineer almost immediately.
Questions about this automation
Which channels can bug reports come from?
Reports can arrive from a support inbox, an in-app feedback form, a help desk, a Slack channel or a public form. Each source feeds the same flow, which pulls out the description, screenshots, browser or app version and account details before classification, so every ticket starts with the same basic information.
How does the AI decide severity and the right team?
The AI step reads the report and compares it with a severity guide the team defines, for example data loss or login failure as critical and visual glitches as low. It maps the product area to an owning team using a routing table. Low-confidence results go to a person to confirm before assignment.
Does it create duplicate tickets for the same bug?
Before a new ticket is opened, the flow searches open issues in the tracker, such as Jira, for similar titles and error messages. A likely duplicate is linked to the existing ticket, with the new report added as a comment. Simple automations like this are usually live within days once the severity guide and routing table are agreed.