Intake and Repro Gathering

Bug reports usually arrive incomplete. The intake layer should preserve the original customer language, add context, and run a repeatable repro checklist before creating engineering work.

What It Does

The intake and repro-gathering function:

Receives customer reports from support tickets, chat, email, or webhook events
Normalizes the customer report into a structured bug intake record
Links the bug intake record to the original support conversation
Fetches account, product, environment, version, incident, and recent activity context
Checks for reproduction steps, expected behavior, actual behavior, impact, logs, screenshots, and affected objects
Detects likely duplicates or known incidents
Asks customer follow-up questions when required information is missing
Passes repro-ready cases to the engineering issue workflow

Recommended Components

Need	Duckie component
Receive customer reports	Ticketing, messaging, email, or webhook deployment
Normalize and link records	Bug intake workflow
Fetch customer and product context	App tool, custom tool, or MCP tool
Interpret messy descriptions	Autonomous bug intake agent
Ask missing-context questions	Customer follow-up workflow or support ticket agent
Track repro completeness	Categories and attributes

Flow

Repro Checklist

Start with a checklist that engineering actually uses.

Field	Why it matters
Customer impact	Helps engineering prioritize severity and urgency.
Affected account or workspace	Lets the team inspect the right record.
Product area	Routes the issue to the right owning team.
Environment	Captures browser, device, app version, region, integration, or API version.
Steps to reproduce	Turns a complaint into an actionable bug.
Expected behavior	Clarifies what the customer thought should happen.
Actual behavior	States the failure in observable terms.
Frequency	Distinguishes one-time confusion from reproducible defects.
Logs or errors	Gives engineering debugging material.
Screenshot or recording	Helps verify the state quickly.
Known incident match	Prevents duplicate escalation for active incidents.
Duplicate issue match	Links the customer to existing engineering work when possible.

Customer Follow-Up Questions

Ask only for information that changes engineering action. Good follow-up questions are:

Specific
Short
Written in customer-friendly language
Tied to one missing field
Sent in the original conversation
Stored as part of the bug intake state

Example:

Thanks for reporting this. Could you send the exact steps you took right before the dashboard went blank, plus the browser and device you were using? That will help our engineering team reproduce it.

Suggested Intake Contract

{
  "support_ticket_id": "ticket_123",
  "customer": {
    "account_id": "acct_123",
    "segment": "business",
    "support_tier": "priority"
  },
  "bug_report": {
    "product_area": "dashboard",
    "impact": "cannot view project data",
    "expected_behavior": "dashboard loads project metrics",
    "actual_behavior": "dashboard is blank after login",
    "steps_to_reproduce": ["log in", "open dashboard"],
    "environment": {
      "browser": "Chrome",
      "device": "desktop"
    },
    "logs": [],
    "screenshots": [],
    "missing_fields": ["console logs"]
  },
  "links": {
    "original_ticket_url": "https://helpdesk.example/tickets/123",
    "known_incident_url": null,
    "duplicate_issue_url": null
  }
}

What to Track

Track categories and attributes from the start:

Product area
Severity
Customer segment
Support tier
Repro completeness
Missing field type
Duplicate issue match
Known incident match
Follow-up question status
Time waiting on customer

Creating Deployments

Create the customer-side intake deployment.

App Tools

Use connected tools to read support, CRM, and product context.

Custom Tools

Add internal lookups for logs, product events, or account data.

Attributes

Track severity, completeness, and waiting states.

Overview

Use Case Blueprints

What It Does

Recommended Components

Flow

Repro Checklist

Customer Follow-Up Questions

Suggested Intake Contract

What to Track

Creating Deployments

App Tools

Custom Tools

Attributes

​What It Does

​Recommended Components

​Flow

​Repro Checklist

​Customer Follow-Up Questions

​Suggested Intake Contract

​What to Track

​Related Docs

Creating Deployments

App Tools

Custom Tools

Attributes

What It Does

Recommended Components

Flow

Repro Checklist

Customer Follow-Up Questions

Suggested Intake Contract

What to Track

Related Docs