20 of 30 bug reports never reach a developer

Metis incident portal
AI
Live since May 2026
4 min

this one has an AI in it. mostly it asks good questions, which is more than most meetings do.

READ IN 8 SECONDS

PROBLEM: about 30 reports a day, and most of them were questions, not bugs. surprise.
DECISION: an LLM checks each report against the system's data models and the code in git, then sorts it: question, bug or idea. sorting hat, but for tickets.
RESULT: about 20 of 30 sorted out without a developer. repeat escalations down 30% in four months. a whole vibe shift.

THAT'S IT. THAT'S THE TL;DR. OR KEEP SCROLLING ↓

9 slides · ← → to move · swipe on phones

FILE 03 · AI INCIDENT PORTAL

READ IN 8 SECONDS

PROBLEM

about 30 reports a day, and most of them were questions, not bugs. surprise.

DECISION

an LLM checks each report against the system's data models and the code in git, then sorts it: question, bug or idea. sorting hat, but for tickets.

RESULT

about 20 of 30 sorted out without a developer. repeat escalations down 30% in four months. a whole vibe shift.

THAT'S IT. THAT'S THE TL;DR. OR KEEP SCROLLING ↓

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we get a lot of feedback from users, and most of it is questions, not bugs. someone still had to read every single one.

most "bugs" were questions in a trench coat.
so Ask Metis has the first convo, the way a good support person or BA would: what happened, what did you expect, can you send a screenshot?

it asks for steps, not just "it broke". "it broke" is not a bug report, bestie.
FILE 03 · AI INCIDENT PORTAL 03 / 09
then it does the homework: the data models, the code in git, and tickets that already exist.
1. New report
2. Ask for details
3. Check data models + git
4. Question? Answered
5. Bug or idea? Jira
about 20 of every 30 turn out to be questions. those get answered on the spot, no dev required.
Your turn

sometimes it really is a bug. what now?

pick one before you scroll. commit to the bit.
A. try anyway and pray
B. hand it to a person with everything it collected my pick
C. ask the user to wait (and wait)

B. it files the Jira ticket with the summary, screenshots and session recording already attached. a dev's dream.

Principle 01

automate the asking, not the deciding

The AI collects and checks. People decide what to fix.
developers reply in Jira. replies tagged [external] show up in the portal, so the user hears back without anyone playing messenger.

[external]

the one tag that makes a Jira comment visible to the person who reported it. tiny tag, big W.
session recordings show what the person actually clicked, which is often not what they remember. the recording doesn't lie.

Principle 02

trust the recording

people describe what they meant to do. the recording shows what they did. receipts over vibes.
Guess the number
out of 30 reports a day, how many does the AI sort out on its own? shoot your shot.
your guess: 10

go on, guess. nobody's watching. it's a safe space.
RECEIPT · METIS INCIDENT PORTAL
REPORTS A DAY
~30
SORTED BY AI
~20
REPEAT ESCALATIONS
-30% IN 4 MONTHS
LIVE SINCE
MAY 2026
ALSO USED BY
PRINT.COM
DEV READS SAVED / DAY
~20
NO TICKET LEFT ON READ

twenty a day, without a developer. the devs are healing.
SWIPE UP ↑ Next file: The portal nobody used