Bug turns customer emails into filed issues.
Bug reads customer support emails Frankie tagged as bug reports and turns them into filed Issues with reproduction steps, browser/OS detection, and the customer's recent activity attached. The founder reviews the issue, prioritizes, and ships. The customer-to-issue conversion that used to take 20 minutes per ticket now takes 2.
What Bug does.
Customer bug reports come in as prose: "the export thing isn't working," "my dashboard is showing 500 instead of $500," "clicking submit doesn't do anything." Useful, but not actionable until someone translates them into reproducible issues with the right context attached.
Bug does that translation. He reads the email Frankie classified, pulls the customer's recent activity from the audit log, identifies the likely affected feature, drafts a reproduction-steps section, and files an Issue in your tracker (or porchops's built-in Issue tracker if you don't have one). The customer gets a polite "we filed it, here's the ticket number" reply within minutes.
Bug doesn't fix bugs. He files them. The fix is yours. But by the time you sit down to ship one, the issue is already structured, the customer is already updated, and the priority is already inferred from the impact-vs-volume signal Bug attached.
What sets it off, what it reads, what it writes.
- Triggers
- Frankie classifies an inbound message as "bug report"
- Founder forwards a customer email tagged "bug"
- Manual /run from the founder with email body
- Inputs
- Customer email (sender, subject, body)
- Customer activity log (last 24 hours)
- Browser / OS detection from email headers (where available)
- Linked customer-graph record
- Outputs
- Filed Issue (in Linear, GitHub Issues, or porchops's built-in tracker)
- Reproduction steps draft
- Priority signal (P1/P2/P3) with rationale
- Customer reply confirming the ticket was filed
- Audit trail entry
The playbook in plain English.
When Frankie passes a message to Bug, he reads the body and identifies the likely affected feature. He pulls the customer's recent activity log — last few playbook runs, last few configurations changed, last login — and looks for what the customer was doing when the bug surfaced.
Bug then drafts the Issue. Title summarizes the symptom in one line. Description includes the customer's verbatim words, the feature that's likely affected, the customer's recent activity, and a reproduction-steps section that's a best-effort guess. He marks the priority based on impact (single user vs multiple) and severity (workaround exists vs hard blocker).
The Issue lands in your tracker — Linear, GitHub Issues, or porchops's built-in Issues board. Bug also drafts a reply to the customer: "thanks for the report, here's the ticket number, we'll update you when we ship a fix." Founder reviews and sends, or auto-sends below a confidence threshold.
When the issue closes, Bug drafts a follow-up email to the customer: "the bug you reported is fixed in v2.4 — here's what changed." Closing the loop is the part most solo founders skip; Bug doesn't.
The guardrails are yours.
- Issue tracker integration — Linear, GitHub, porchops's built-in (configurable; one default).
- Priority heuristics — how Bug infers P1/P2/P3 (impact-volume defaults, customizable rules).
- Auto-file threshold — confidence above which Bug files the Issue without founder review (default off).
- Reply auto-send — auto-send the "we filed it" reply for confirmed customers under N words (default off).
- Reproduction-steps depth — how detailed the draft attempts to be (concise / detailed; default detailed).
- Issue templates — pre-fill custom fields (severity, area, escalation level) with your tracker's schema.
What Bug has shipped for porchops.
- 23
Issues filed from porchops customer emails in March.
- 94%
Reproduction-step drafts that required no founder edits.
- 2 min
Average time from inbound email to filed Issue.
- 100%
Customers receive a ticket-number reply within 5 minutes of emailing.
Real quotes.
Bug filed an issue from a customer email I would have answered with "thanks, we'll look into it" and forgotten by the next day. Now there's actually a tracked thing to ship.
Vlad · cofounder, Porchops
Bug on the Support Post.
Bug is the second Op on the Support Post. Frankie does the front-door triage; Bug does the customer-email-to-tracked-issue conversion. Inky later drafts the changelog entry when the bug ships fixed.
Read the support canon →Last few times the playbook ran.
- apr 27Pegasus · export bug report · filed in Linear · prio P2 · customer notified
- apr 25Bramble · dashboard rendering glitch · filed in built-in tracker · prio P3
- apr 22Sumac · webhook timeout · prio P1 · escalated to Vlad immediately
Common questions about Bug.
Which issue trackers does Bug integrate with?
Linear and GitHub Issues at MVP, plus porchops's own built-in Issue tracker for founders who don't have one. Jira and Pivotal are on the roadmap. The built-in tracker is enough for most $5K–$500K ARR SaaS at our stage.
How does Bug pick a priority?
Impact (one customer affected vs many) plus severity (hard blocker vs workaround exists). The defaults are conservative — Bug under-prioritizes rather than over-prioritizes. You can customize the heuristics or override on every issue.
Are the reproduction steps actually correct?
Best-effort based on the customer's email and recent activity. About 60-70% of the time they're complete enough to reproduce; the rest require additional investigation. Bug flags low-confidence drafts so the founder knows when to ask the customer for more detail.
Does Bug close the loop with the customer?
Yes. When the Issue closes (you mark it shipped), Bug drafts a follow-up: "the bug you reported is fixed in v2.4, here's what changed." That closing-the-loop email is the highest-leverage support move for retention; we built it in by default.
What if multiple customers report the same bug?
Bug detects similar Issues in your tracker and either consolidates (adds the new customer's email as a comment) or files a new Issue with a "likely duplicate of #X" link. Either way, all reporters get the closing-the-loop email when the parent Issue ships.
What about feature requests or how-to questions?
Frankie classifies those before they reach Bug. Feature requests file in a separate area (you can configure where); how-to questions get a draft answer from Frankie. Bug only sees customer emails Frankie tagged as bug reports.
Closing
Bug turns customer prose into filed Issues. The bug fix is still yours. — Vlad