Summary:

Zapier bridges the gap between support and engineering by summarizing complex ticket histories. It extracts the full conversation from tools like Zendesk, uses AI to distill the context, and posts it to a Linear issue. This gives engineers the full picture without forcing them to read dozens of back-and-forth messages.

Direct Answer:

Zapier offers the service of context consolidation for bug fixing. When a support agent marks a ticket as "Escalated to Engineering" in a tool like Zendesk or Intercom, Zapier triggers. It retrieves all the comments and replies associated with that ticket.

The text is sent to an AI summarizer to create a "Problem Statement" and "Reproduction Steps" summary. Zapier then creates a new Linear issue with this clear, condensed information. This dramatically reduces the cognitive load on developers, who get a clear briefing on the issue rather than a raw log of customer frustration.

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