Support tickets to issues
Support tickets to issues: file what your queue finds in GitHub, Linear or Jira.
Turning support tickets into issues means putting a problem customers report in front of the developers who can fix it, with enough evidence that nobody has to go back to the support team and ask.
It is not a rule that copies each tagged ticket into your tracker. Overdesk files an issue for a problem, after a person on your team confirms it, with the conversations that show it.
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Two ways in
From one ticket, or from the pattern behind many.
From a conversation
Someone on your team opens an issue from the ticket in front of them.
From a finding
When Overdesk’s analyses group repeated reports into one problem, the issue carries the pattern: its severity, how many conversations mention it and since when, and links to up to 20 of the tickets behind it.
An investigation brief is written for bugs, regressions and anomalies. It reads up to 8 of the conversations and sets out what customers say goes wrong. Customers are paraphrased; errors are quoted as sent.
Who files it
A person on your team files it.
An issue is filed only when a person on your team reviews the brief and files it. The analyses find the pattern on their schedule; filing it is always a person’s decision.
Issues go only to the GitHub repositories, Linear teams and Jira projects you approved. Jira stays off unless you turn it on when you connect.
Email addresses and card numbers are taken out first. It does not catch everything. How redaction works.
Filed once
One issue per ticket or finding, not one per click.
Overdesk files only one issue for each conversation and each finding in each tracker. Open it again and Overdesk shows the issue already filed instead of filing a second one.
After it is filed
Your replies know what your developers know.
Overdesk syncs the issues of the repositories, teams and projects you chose every night. A draft can then say whether a problem a customer reports is already known and still open, and, with GitHub releases, which version a fix shipped in.
Overdesk never writes code or opens pull requests: it stops at the issue. It never edits an issue that already exists.
Bug findings are a Pro feature. See plans and pricing.
Questions
Does Overdesk create issues automatically?
No. The analyses find a problem on their schedule, but an issue is filed only when a person on your team confirms it.
Will it file the same bug twice?
Not from the same conversation or finding: a second click only opens the issue already filed. Overdesk does not check your tracker for a matching issue before filing, so an issue someone logged there by hand is not matched. A ticket and the finding it belongs to are separate, and each can have its own issue.
Which issue trackers does it work with?
GitHub, Linear and Jira. Issues go only to the repositories, teams and projects you approved.
What is taken out before an issue is filed?
Email addresses and card numbers are taken out first. It does not catch everything. How redaction works.
Does Overdesk write the fix?
No. Overdesk never writes code or opens pull requests: it stops at the issue.
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