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.

Zendesk Linear Slack

What Carly does

1. 01 Extract the repro steps, customer context, and impact
2. 02 Create a Linear issue under the right project with tags
3. 03 Add the Linear issue URL as an internal note on the Zendesk ticket
4. 04 Post to #eng-<area> with a 2-line summary + Linear link
5. 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!

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