Capture the report with its context
The ticket holds the original conversation, attachments, priority and owner, so developers don't have to ask support to repeat themselves.
Create a GitHub issue from the ticket
Connect an authorized repository and create an issue from an eligible ticket. The linked issue's context stays visible in Hedesu.
Split big problems into smaller tickets
Use parent and child tickets to separate investigation, fix and customer follow-up, each with its own owner.
Keep customers informed without exposing internal talk
Developers and support discuss in internal notes. Customer updates go out through the public reply.
Frequently asked questions
How does a customer report reach a developer?
Attach the conversation to a ticket, add the details and assign an owner. An authorized user can then create a linked GitHub issue.
Can we split a report into smaller tasks?
Yes. Parent and child tickets let you separate investigation, implementation and follow-up, with an owner for each ticket.
Where should support send customer updates?
Keep customer updates in public replies and use internal notes for discussion between support and developers.