Customer bug reports that flow straight into your backlog

Bug reports get lost in the gap between support and engineering

Manual handoffs are where context gets lost. When customer intake and engineering work live in separate tools, someone on your team has to spend their day bridging the gap.

• A customer reports a bug through email, chat, or a phone call.
• Support retypes the details into an internal tracker, guessing at missing environment information.
• The report now lives in two separate systems, already drifting out of sync.
• The customer hears nothing until they write back to ask for a status update.

Capture complete reproduction details upfront

Host a branded portal where customers sign in to submit issues and review their open requests in one place.

Configure request types tailored to your workflows. A production incident can require the affected service, environment, and business impact, while an access request asks only for what IT needs.

Every form connects directly to your workspace custom fields. If engineers need a release version, severity level, or customer account ID to begin investigating, the intake form collects it upfront so support does not have to chase it down later.

Every submission becomes an active work item in your backlog

Support reviews the original report, while engineering investigates and fixes the issue on the very same record. Details, logs, and attachments carry over automatically without anyone retyping a thing.

Keep internal notes and customer updates on a single thread

Not every comment belongs in front of the customer. Comments on a work item can be marked as internal notes or public replies. Internal notes remain visible only to workspace members, while public replies publish straight to the portal.

Developers can coordinate an investigation privately and share a polished summary when ready. Everything stays on one unified thread, so nobody has to paste status updates into an email client.

Workflow status changes reflect on the portal immediately. Customers can check their ticket anytime to see whether a fix is scheduled, deployed, or waiting on their feedback.

What it replaces

Service-level agreements, escalation chains, and asset management run in the same workspace as of release 0.9.0, keeping customer intake directly connected to engineering delivery.

• A shared support inbox where bug reports compete with password resets.
• A spreadsheet or a second tool that tracks customer tickets next to the real backlog.
• Manual status syncing between support and engineering.
• Chasing updates across multiple email threads.

Setting it up

The customer portal is included in the free edition. Customers authenticate with their own portal accounts, keeping them separate from workspace users so they never see internal boards, other clients, or private discussions.

• Enable the customer portal and set your organization name.
• Define the request types your customers need, starting with one or two common forms.
• Add the custom fields required for each request type.
• Map each request type to a work item type and workflow.
• Invite a customer contact and submit a test request to verify the flow.

Bring customer bug reports into your real backlog

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