Plan requirement
| Subscription | Any plan |
| Access | Agent |
For agents: linking a ticket to a development issue, and what to tell the customer while it is open.
Link a ticket
- Open the Jira panel on the ticket.
- Search for an existing issue first.
- Link it, or create a new one if nothing matches.
- Note in the ticket that it is linked.
Search before creating
Most bugs are already reported. Linking to the existing issue shows the development team how many customers are affected, which is what gets it prioritised.
Creating a duplicate does the opposite: it splits the evidence and adds triage work.
Write the issue for somebody who was not there
What the customer did, what happened, what should have happened, and how to reproduce it. A developer reading it in three weeks has none of your context.
An issue that says "customer reports it does not work" gets closed as unreproducible, and the customer waits for nothing.
Do not promise a date
A linked issue is not a commitment to fix, and certainly not to a timeframe. "This is with our development team and I will let you know when there is news" is honest.
Anything more specific will be quoted back.
Keep the ticket open or close it deliberately
Decide as a team which. Leaving tickets open for months waiting on development clogs the queue; closing them means somebody must remember to tell the customer later.
Both work. Doing it inconsistently does not.
Tell the customer when it changes
The status coming back is only useful if somebody acts on it. A fixed issue with no message to the customer is the failure mode of this integration.
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