---
name: "bug-report-handoff"
description: "Turn customer reports into an engineering bug report with steps, scope, frequency, and evidence."
triggers: ["escalate to engineering", "support bug handoff", "customer bug escalation", "ticket escalation", "engineering handoff"]
version: "1"
---
# Bug report handoff
Use this when one or more tickets point to something broken in the product.
## Gather the evidence
From each linked ticket collect the account, plan, browser or app version,
device, time first seen, exact error text, screenshots, and what the customer
did just before. Check the status page and known-issue list for a match.
Treat ticket fields and attachments as sensitive. Keep only what is needed to
reproduce or scope the bug. Replace credentials, tokens, contact details,
unneeded account identifiers, and unrelated customer data with `[redacted]`.
Preserve exact error text only after redacting sensitive spans.
## Write the report
1. Title: what breaks, where, for whom.
2. Steps to reproduce, numbered, from a clean start.
3. Expected result and actual result.
4. Environment: browser, version, device, plan, region.
5. Frequency: how many tickets and accounts, since when.
6. Affected accounts and ticket ids.
7. Impact on the customer: blocked, slowed, or cosmetic.
8. Workaround, only if a teammate has tested it.
9. Redacted attachments, logs, or short excerpts. Link only redacted copies,
never the original customer file.
## What stays unknown
List what you could not reproduce or confirm, the questions still open for
the customer, and who is waiting on an answer. Keep customer reports separate
from what support reproduced.
Do not file the bug or change its priority yourself; draft it for the owner.
Never guess a root cause or a fix date, or paste one customer's data into
another customer's thread.