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bug-triage

2 min read

Summary: How bugs flow from user reports through QA triage to the team that owns the fix. Sources: Notion extraction 2026-05-15 (Bug Process, Support <> Product, Customer Support Team) Last updated: 2026-05-15

Flow

User report  →  Support intake  →  Triage  →  In Evaluation  →  Activation or Retention team

The bug board is a triage board, not a progress board. Once an issue is confirmed, ownership moves to the team that will fix it (Activation or Retention) and the bug board stops tracking it.

Stages

  • Triage: Incoming tickets. Every bug gets assigned to the “Bugs” project at intake. Support creates tickets using a standard template.
  • In Evaluation: QA attempts to reproduce. If confirmed, the bug is distributed to Activation or Retention based on which surface owns the affected code path.
  • On hold / waiting: Reserved for edge cases that cannot move forward. Exception state, not a parking lot.
  • Cancelled: Not relevant, duplicate, or expected behaviour.

Weekly Sync

A “Dev-Support-Weekly” runs to handle new and old issues. Format rules:

  • Quick numbers / status check, not deep updates.
  • For new issues: build a shared understanding, decide priority, assign ownership.
  • No in-depth solution discussions in this meeting.
  • Old issues get a check-in on progress and ownership distribution.

Hard Rules

  • The board is for triage, not progress tracking.
  • Do not run in-depth solution discussions in the weekly. Solutions happen in the owning team’s normal flow.
  • No ticket may remain unclear for more than a week without a follow-up.
  • Support creates tickets in Triage using the template. Direct support messages go to #support_helpdesk in Slack.

Where Tickets Live

Bugs are tracked in Linear under the “Bugs” project. Linear is the source of truth, not Notion. The Notion “Bug Process” page documents the process; ticket state lives in Linear.

  • mobile-release for how shipped fixes reach users
  • TBD — link the active Linear team URL once available, and confirm whether the Activation / Retention split is still the canonical team boundary in 2026.

Graph View

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