Overview
Create issues from tickets, attach context, and reflect status back to the ticket.
Problem
Bug reports live in tickets with poor visibility for engineering; status gets out of sync.
Solution
Agent Desk creates linked issues in Jira/Linear with summaries, repro steps, and attachments; status changes sync back automatically.
How it works
Use macros to fill issue templates. When engineering updates the issue, the ticket gets a status note and can auto-resolve.
Who is this for
Support L2/L3
Engineering
Product Manager
Expected outcomes
- Cleaner handoffs with fewer back-and-forths
- Up-to-date customer communication on bug status
Key metrics
Loop count (ticket↔engineering)
Baseline
6 messages
Target
3 messages
Time to file a complete bug
Baseline
20 minutes
Target
5 minutes
Gallery
Downloads & templates
Case studies
SaaSCo speeds defect comms
Bi-directional sync cut customer follow-ups by half.
Software Mid-market LATAM
Security impact
- Ticket excerpts, attachments, issue fields · PII: possible (redaction supported)
Compliance
- SOC2 (change & access)
Availability & next steps
Team
Pro
Enterprise