Rewritten
Issue: Photo upload hangs indefinitely for files above ~a few MB. Reproduced on iPhone 12, on both Wi-Fi and cellular, over the past week. Customer wants uploads to work. Likely needs eng review of upload size handling / timeout.
About this tool
Long, rambling tickets slow down internal handoffs — when you escalate to engineering or pass a case to a colleague, they shouldn't have to read the whole thread. This tool distills a customer ticket into a short internal note: the core issue, the details that matter, and what the customer actually wants. It's written for your team's eyes, not the customer's, so it's blunt and efficient rather than warm.
Frequently asked questions
Is this summary meant for the customer?+
No — it's an internal note for your team, so it's terse and technical rather than polished for the customer.
Does it capture troubleshooting the customer already tried?+
Yes — details like devices tested or steps already attempted are preserved so your team doesn't repeat them.
Can I use it for escalations to engineering?+
That's a primary use case — it gives engineers the reproduction details and the ask without the full customer narrative.