Hand a real bug to engineering, repro-and-impact intact
Send Carly the ticket and she'll file a Linear issue with the repro and customer impact, back-link it in Zendesk, ping the right #eng channel, and put the ticket on hold — so engineering sees what support saw, not a watered-down handoff.
What Carly does
- 01 Extract the repro steps, customer context, and impact
- 02 Create a Linear issue under the right project with tags
- 03 Add the Linear issue URL as an internal note on the Zendesk ticket
- 04 Post to #eng-<area> with a 2-line summary + Linear link
- 05 Set Zendesk ticket status to 'On-Hold — engineering'
Engineering sees what support saw
The repro, the customer impact, the conversation — all in the Linear ticket. Support and engineering stay in sync on the same thread, not across three tools.
Email this to Carly to kick it off.
Hey Carly, Zendesk ticket: [paste URL or ID] This is a real bug — please escalate it to engineering. Read the conversation and pull out the repro steps, customer context, and impact (which tier, what's blocked). File it as a Linear issue under the right project (look at the product area in the ticket tags), with priority and a clear title. Then: - Add the Linear URL as an internal note on the Zendesk ticket - Post to the right #eng-<area> Slack channel with a 2-line summary + Linear link - Set the Zendesk ticket to "On-Hold — engineering" Thanks!
More recipes for customer support teams
Group unassigned tickets by urgency, tag by product area, and route P0s to the on-call — every morning, on its own.
Read →Read the ticket, pull the account tier and history from HubSpot, and draft a tone-matched reply ready for review.
Read →Combine Zendesk volume, CSAT, and Salesforce renewal dates to flag at-risk accounts — posted to #customer-success every Monday.
Read →Ready to automate your busywork?
Carly schedules, researches, and briefs you—so you can focus on what matters.
See what people say
"Before Carly, I relied on a Calendly link, but the whole process felt impersonal and not very professional. Carly changed that by handling all the back-and-forth, so I'm no longer stuck in endless email threads trying to line up schedules.
Now Carly reaches out to candidates, shares my real-time availability, lets them pick a slot, then sends a Zoom link and drops it straight into my calendar. She sends reminders to both of us before each call, which has significantly reduced no-shows and last-minute confusion.
On top of scheduling, Carly acts like a full executive assistant, sending me my schedule the night before so I can prepare for each call. It reminds me of the old x.ai assistant, but Carly is noticeably smarter, faster, and better suited to my healthcare recruitment business."