Am I crazy or would it be easier if customer service could flag engineering issues without needing to know how to write a ticket?
We run a marketplace with a small team, which include 1 customer service manager and 1 UX designer/researcher. They get feature requests and bug reports from customers, but when they make a ticket it's usually just a screenshot or a copy-pasted quote.
We have a template in GitHub (our current tracker) but it still comes back half-filled out or missing requirements and details. So then we have to do meetings to get enough detail for engineering to actually act on it.
Feels like there has to be a better way. The person closest to the customer shouldn't also need to be technical enough to write a perfect eng ticket. Has anyone solved this handoff cleanly? What's your process?
u/darksh1nobi — 21 hours ago