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The customer follow-up loop is what makes the bug intake system two-way. Duckie should continue the original conversation when engineering needs more information, when a workaround is available, or when the engineering issue is resolved.

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What It Does

The customer follow-up loop:
  • Receives engineering questions from Slack or Linear/Jira comments
  • Decides whether the question should go to the customer, support owner, or an internal lookup
  • Rewrites technical questions into customer-friendly language
  • Posts the question to the original support ticket or customer channel
  • Waits for the customer’s answer
  • Summarizes the answer for engineering
  • Updates the issue and Slack thread
  • Detects issue completion and drafts the final customer update
  • Records whether the customer conversation should stay open, pause, or close

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Question Loop

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Resolution Loop

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Customer-Facing Outcomes

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Response Guidelines

Customer updates should:
  • Use the original support ticket or customer channel
  • Avoid exposing internal issue tracker details that customers should not see
  • Explain the state in plain language
  • Include any workaround or requested next step
  • Avoid promising ship dates unless approved
  • Link internally to the engineering issue and Duckie run
  • Preserve the support team’s tone and escalation policy
Do not automatically tell customers that a bug is fixed just because an engineering issue moved to Done. Use the resolution workflow to check release status, workaround status, and support approval rules.

Ticketing Integrations

Connect the original customer conversation.

Guidelines

Control customer-facing tone and response rules.

Guardrails

Gate sensitive customer communication.

Deployment Modes

Test customer follow-up before going live.