How Alex Turns a Support Fire Drill Into a Ready-to-Work Ticket
In another story, Alex stayed with the team through a feature's life cycle: from idea in Slack to user story to tickets.
Here’s the same idea, but on the support side:
- A real bug shows up.
- Support feels the heat.
- Engineers jump in.
- Alex stays with everyone from first ping to final ticket.
We’ll keep using the same example:
items disappearing from a board after reconnecting an integration.
1. Support Brings the Problem to the Team
The customer has already talked to a support agent. They’ve shared their screen, explained the problem, maybe reproduced it once.
After that call, the support agent comes into the internal Slack channel:
They add more context: which customer is affected, which board it hits, how often it happens. Alex is already in that channel, tracking the thread from the very first message. Engineers jump in with questions, log snippets, and early theories. Support drops a direct quote from the customer — it hits harder than any metric. Someone flags a recent change in the sync flow that might be related.
The thread heats up. This isn’t a one-off glitch anymore; it’s a real issue the team needs to fix fast. So someone says:
2. One Call, Everyone + Alex
Now the support agent, a few engineers, and whoever owns that area are all in a meeting. Alex joins too, with all the context already loaded from Slack thread. It carries everything from the channel into the call: the summary, the logs people mentioned, the hypotheses, the links.
On the call, they line everything up:
Support retells what the customer saw. They try to reproduce the bug again on a test workspace. Engineers check logs and metrics live as it happens. They tweak the scenario until they find the pattern.
Eventually, it clicks:
“It only happens when the integration is reconnected while a background sync is running. When both overlap, some items get marked wrong and disappear from the board.”
They agree on what needs to change to fix it. Normally, this is where someone volunteers to “write the ticket later. Here, they don’t.
3. “Hey Alex, Create a Ticket for Our Squad”
When they’re ready to commit, someone just says:
James: “Hey Alex, create a ticket for our squad to fix this: items disappearing from the board after reconnecting integration X. Use everything from the Slack thread and this call — the exact conditions, what we think is causing it, and what we agreed to change.”
Alex AI: “Sure! I’ll include everything from the slack thread that we initially discovered, plus the logs and information shared on this meeting. Sounds good?
Team: “Yes!”
That’s it. Alex takes the task to the background so your team can move on with the conversation. No one needs to open Jira or Linear in the call.
No one stays after to reconstruct the conversation in ticket form.
Alex has:
- The original support summary
- The Slack discussion with logs, questions, and links
- The live debugging call
- The final understanding of the root cause and the plan
On summary, Alex sends every single action item discussed, containing the whole conversation. When the squad later checks their board, the ticket is already there.
- The title is specific, not vague.
- The description tells the story in the team’s own language: what the customer saw, where it happens, under which conditions.
- The steps to reproduce match what they actually did on the call.
- The suspected cause and direction for the fix are written down.
All from one line:
“Hey Alex, create a ticket for our squad to solve the issue.”
Why This Matters
The support agent doesn’t lose another 20–30 minutes writing a perfect bug report. They focus on understanding the customer and bringing a clear signal to the team.
Engineers don’t get a vague “integration broken” card.
They get a ticket that reflects the real conversation and the real debugging session.
And as a team, you stop burning energy on the translation layer between:
support → Slack → call → ticket.
Alex doesn’t fix the bug for you. It makes sure that once you do understand the bug if you work on it a week after, getting it into a shape the squad can execute on is the easiest part.