Customer issue template.
For support engineers escalating an issue to engineering. Captures the technical and business context engineering needs to triage correctly — without a meeting.
The template
### Customer
- Account / org name:
- Plan tier:
- ARR (rough):
- CSM owner:
### Issue
[One sentence]
### Severity (customer-felt)
- [ ] cannot use the product
- [ ] degraded but workable
- [ ] cosmetic / improvement
### Repro steps
1.
2.
### What we have already tried
- [Reset cache, retry, alternate browser, etc.]
### Customer recording
- <link>
### Engineering ask
[What you specifically need engineering to do — diagnose? hotfix? confirm root cause?]
Frequently asked
Why include ARR and plan tier?
Engineering does not need to know to fix the bug, but they need to know to prioritize. Be honest: high-revenue accounts get faster triage everywhere.
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