Turn a customer escalation into a Jira issue

Olyvr reads a support conversation and drafts an engineering issue with the symptoms, reproduction steps and customer impact, so engineers get the evidence without digging through the thread.

Note

This needs the Intercom and Jira plugins. What Olyvr can do depends on the tools those plugins’ servers offer. The Intercom plugin reads conversations; Olyvr doesn’t reply to or close the conversation.

What you need

• The Intercom plugin connected to your support workspace.
• The Jira plugin connected, with permission to create issues in the project you want.

Ask Olyvr

Create an engineering escalation in the Mobile project from this Intercom conversation with Acme. Include reproduction steps and the customer impact, but leave out internal notes.

What Olyvr does

1. Reads the conversation and separates what the customer confirmed from what is still unknown.
2. Leaves out internal-only notes, and any personal details you asked it to exclude.
3. Confirms the Jira site, project and issue type, and asks you to choose if there is more than one match.
4. Shows the exact issue title and body, with links back to the conversation. Missing details appear as open questions, not guesses.
5. Asks you to approve creating the issue, then reads it back and gives you its key and link.

Check the result

• One new issue exists in the right project.
• The symptoms and impact match the conversation, and no cause is presented as fact unless the conversation confirms it.
• Internal notes don’t appear anywhere in the issue.

If something goes wrong

• A similar issue already exists: ask Olyvr to search the project first and add a comment to that issue instead.
• Jira reports a missing required field: tell Olyvr the value and review the issue again before approving.
• The conversation changed after you reviewed the draft: ask Olyvr to read it again before creating the issue.