Reproduce a suspected defect in a matching sandbox, check for duplicates, and hand engineering a structured report instead of a raw complaint.
Every bug that reaches engineering has often already been independently reproduced and described by two or three different support engineers before anyone notices it's the same issue.
There's no shared reproduction workspace between support and engineering, so the same defect gets rediscovered from scratch every time.
in a sandbox matching the customer's configuration
Triage and prioritize
A ticket reporting failed webhook deliveries on the Enterprise tier was reproduced in a matching sandbox and matched against two similar open issues in the tracker. The draft bug report is ready for a support engineer to triage before it reaches engineering.
Try it — same review surface your operators use, with a representative decision. Nothing here is saved or sent anywhere.
Severity and priority judgment, and any reproduction that needs deep product or codebase context the sandbox can't capture, stays with your support engineers.
See this workflow against your own queue.
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