# Bugs Reproduced Before Engineering Sees Them

_Steps to reproduce, environment captured, severity scored._

The Customer Support Team is a team of AI Employees on [Sistava](/en).

Engineering wastes hours on vague bug reports. We work the customer through reproduction: real steps, environment details, console logs, screen recordings. Engineering opens the ticket and starts fixing, not investigating.

Mean time to fix drops because the team handed over a real reproducible case, not a thread of frustration.

## What you get

- Steps to reproduce verified with the customer
- Environment, version, browser, OS captured
- Console errors and network logs attached
- Severity scored against impact and frequency

## How it works

1. **Capture the report:** Customer description, screenshots, recordings.
2. **Reproduce on a clone:** Sandbox replicates the customer environment to confirm.
3. **Hand to engineering:** Reproducible case attached, severity scored, customer notified.

## FAQ

### Does it have access to production?

Read-only logs and traces, scoped per customer. No write access without escalation.

### What if it cannot reproduce?

Escalates with everything captured so a human can take over.

### Does it create the engineering ticket?

Yes. Linear, Jira, GitHub Issues all supported with templates.

## Related

- [Every Ticket Sorted, Tagged, And Routed In Seconds](/en/teams/customer-support/ticket-triage)
- [Escalations Land On A Human With Full Context](/en/teams/customer-support/escalation-handoff)
- [Long Threads Read In 30 Seconds](/en/teams/customer-support/conversation-summarizer)