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{
  "id": "pat_01HQ7K3MXJ9D4VYZB8N2RTGSCW",
  "title": "Triage incoming bug report from customer",
  "behaviour": "When a customer reports broken or unexpected behaviour, the support team checks the affected component for known incidents, searches the customer's account for matching errors, and then either sends a workaround, walks the customer through a config fix, or files a bug in Linear and tags the on-call engineer.",
  "reasoning": "Most reported bugs are config issues or known issues with workarounds, so the support team handles them directly to keep engineering focused on real defects. Enterprise customers get a Linear ticket regardless of how the case is resolved, so engineering always has visibility on issues affecting them.",
  "trigger": "A ticket arrives in Zendesk describing broken or unexpected behaviour in the product.",
  "outcome": "The customer gets the right next step — a workaround, a config fix, or a logged bug owned by engineering — and engineering has visibility on every issue affecting an enterprise account.",
  "category": "Customer Support",
  "tags": [
    "bug-triage",
    "escalation"
  ],
  "applications": [
    "Zendesk",
    "Statuspage",
    "Sentry",
    "Linear",
    "Slack"
  ],
  "actionCount": 47,
  "connectionCount": 4,
  "firstSeen": "2026-01-15T09:00:00Z",
  "lastSeen": "2026-03-30T14:00:00Z",
  "createdAt": "2026-01-18T10:00:00Z",
  "updatedAt": "2026-03-30T14:00:00Z",
  "sopSteps": [
    {
      "id": "sop_01HQ7K4P2A6F9XBNTYRCV3JDWS",
      "stepNumber": 1,
      "application": "Zendesk",
      "instruction": "Open the ticket and read the customer's bug report.",
      "detail": null,
      "expectedResult": "Clear understanding of the symptoms and affected feature."
    },
    {
      "id": "sop_01HQ7K4Q8M2B5GHZNTKDV6XRPC",
      "stepNumber": 2,
      "application": "Statuspage",
      "instruction": "Check whether the affected component has a known incident.",
      "detail": null,
      "expectedResult": "Confirmed whether this is a known issue with a workaround."
    },
    {
      "id": "sop_01HQ7K4RD7N3CWPYBVXSTM9JZG",
      "stepNumber": 3,
      "application": "Sentry",
      "instruction": "Search the customer's account for matching errors in the last 24 hours.",
      "detail": "Match by user ID and error signature, not just error type.",
      "expectedResult": "Confirmed whether the issue reproduces in their account."
    }
  ],
  "library": {
    "id": "lib_01HQ6P9YBN4ZTF2VKMRWJD8XCS",
    "name": "Customer Support"
  },
  "edges": {
    "outgoing": [
      {
        "id": "edge_01HQ7K5T6W8YJBZNRVCMDX2GFP",
        "targetPatternId": "pat_01HQ7K3N4D5GVZBYWMTRPCJSXQ",
        "targetPatternTitle": "Respond with workaround in ticket",
        "label": "often next",
        "actionCount": 29
      }
    ],
    "incoming": []
  }
}