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Reproduce a Customer's Bug Report from Support, with Steps and Evidence

Certyn follows a support report on your environment and says if the bug reproduces, with exact steps, screenshots and a filed issue.

For support and QA teams who get vague bug reports and need to know if they are real.

Your setup

  • A customer report: an email, a support ticket, or a Jira, Linear or GitHub issue.
  • Staging or production with a test account. Not the customer's account.
  • You want a clear answer (it happens or not) with steps a developer can follow.

Say this to Certyn

A customer says the discount disappears when they change the shipping country at checkout. Ticket SUP-482. Can you reproduce it on staging?

What Certyn does

  1. Reads the report. From Jira, Linear or GitHub it reads the issue (tracker.issue.get); otherwise paste the text, or attach screenshots or a PDF in the web chat.
  2. Searches for an issue that already matches (app.find). If one exists, it shows it.
  3. Says the run length and starts a short explore run with the report's steps and data as the goal (app.run.create type explore). For one simple flow, it can try it on the chat's Machine while you watch instead.
  4. In the run, Certyn sets up the preconditions the report names (role, data, page) and follows its steps.
  5. It records a verdict on the run (app.reproduction.report): reproduced, partly reproduced, not reproduced, or blocked (with what was missing).
  6. If it reproduces, it files a Certyn issue with exact steps, expected and actual result, and screenshots.

What you get

  • The verdict and the steps it used, with evidence either way.
  • One Certyn issue for a real bug. Certyn asks before it links it to the support ticket (tracker.issue.link) or files one in your tracker.
  • After the fix: say retest issue 31. Retest needs the issue confirmed and linked to a tracker issue or a test case. It is a short run of 5 minutes.

Limits

  • Certyn uses your test account, never the customer's. A bug that depends on the customer's data needs similar data on staging, or a description of it in the request.
  • A run gets the report as text, not your attached files.
  • "Not reproduced" means every precondition was met and the symptom did not happen. It does not prove the customer was wrong: ask for the browser, the account type and the exact data.
  • No Zendesk or Intercom connection. Paste the ticket, or connect the tool's MCP server if it has one.
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