Issue Ticket: File It, Triage It, Close It From Chat
A walkthrough of the Issue Ticket app: teams with their own keys, issues with priority, assignees, labels and blockers, a searchable backlog and comments.
Yantra Team2 min read
On this page
Bugs get reported in the middle of something else. Issue Ticket is a team issue tracker you can file into with one sentence, then triage, assign and close from the same chat.
Open it
Pick Issue Ticket in the apps launcher, or open /c/<chat-id>/issue-ticket. It is available from a brand-new chat, and it owns the chat while it is open, so every message goes to the tracker. The launcher's starter prompt is a good first move: "Create a bug board and triage my open issues."
Start with a team
Every issue belongs to a team. A team has a name, an optional description and a short key: one to ten letters and digits, starting with a letter, such as ENG or WEB. Keys are unique in your workspace. Whoever creates a team is its admin, and members are added as admins or members. Tags group teams, so you can ask for every team with a given tag. A team that is no longer used can be archived, and archived teams take no new issues.
File an issue
"Create a ticket: login page 500s on mobile Safari." The issue gets an identifier from its team's key and the next number, like ENG-42, which is how you refer to it afterwards. An issue has a title and a description, and can carry:
- a priority: Urgent, High, Medium or Low
- an assignee
- labels
- a due date
- a parent issue, for breaking work into smaller pieces
- the issues it is blocked by
A new issue starts in Backlog with no priority unless you say otherwise. Several issues at once is one message too: paste a list and they are created together.
Triage the backlog
An issue moves through Backlog, Todo, In Progress, In Review, Done and Cancelled. Change the status, priority or assignee by asking. Moving an issue to Done records when it was completed, and moving it out again clears that.
To find work, search by text or filter by team, status, priority, assignee or label. "What issues are assigned to me right now?" is a filter. So is "Show the urgent issues in the WEB team labelled checkout."
Comment and close out
Comment on an issue to record what happened: "Comment on the payment bug that the fix is deployed." Each comment keeps its author, so the issue carries its own history. When an issue is finished, mark it Done or Cancelled. When it should leave the list entirely, archive it. Archived issues stay out of every list unless you ask for them.
From chat
- "Create a ticket: login page 500s on mobile Safari."
- "What issues are assigned to me right now?"
- "Comment on the payment bug that the fix is deployed."
- "Move ENG-42 to In Review and assign it to me."
- "Create a bug board and triage my open issues."
What it is not
Writing the fix is Codezen, which works on your GitHub repository and ends in a pull request; see Codezen: from a repository to a pull request. Live chat with customers is SalesIQ. Questions about bug tracking or agile practice are answered in chat.