Escalate Gorgias product bugs to Linear for engineering

Every two hours, scan our recent Gorgias support tickets for genuine product bugs and file clean, structured bug reports in Linear for the engineering team. Run this on a schedule because Gorgias tags and routes tickets by intent but never turns them into engineering-ready bug reports.

Start by using Gorgias List Tickets to pull tickets created or updated in roughly the last three hours, ordered by most recent. Use a small overlap beyond the two-hour schedule so nothing slips through between runs. For each candidate ticket, use Gorgias List Messages to read the full customer conversation so you understand what actually happened, not just the subject line.

Decide, ticket by ticket, whether the conversation describes an actual product defect: something in the store, checkout, app, or account that is broken, erroring, or behaving differently from how it should. Skip anything that is a how-to question, a refund or return request, a shipping or delivery issue, an order status check, or general account help. Only file tickets that a reasonable engineer would agree is a real bug.

Before filing, dedupe carefully. Skip the ticket if it has already been escalated: check its messages for an existing internal note that links a Linear issue. Also use Linear Search Issues to look for an open or recent issue describing the same defect, so a recurring bug that engineering already knows about is not raised a second time. If you find a strong match, link that existing issue in the note instead of creating a duplicate.

For each new, confirmed bug, write a clean report and create it with Linear Create Issue in the engineering team. Use a short, specific summary as the issue title. In the description, include numbered reproduction steps based on what the customer described, the affected area (for example checkout, product page, mobile app, or login), and the customer impact (how many customers seem affected and how severe it is). Reference the originating Gorgias ticket ID and customer in the description for traceability.

Once the Linear issue exists, post an internal note back on the originating Gorgias ticket using Gorgias Create Message. Post it as an internal note that only the support team can see, never as a customer-facing reply, and include the Linear issue identifier and link so support can track engineering's progress and knows the report has been captured.

If a run finds no genuine new bugs, do nothing rather than filing low-quality or duplicate issues. Favor precision: it is better to skip a borderline ticket than to flood engineering with noise.