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Nogu PatchEarly access

Turn customer problems into verified fixes.

A ticket describes a symptom. Patch turns it into a reproduction, a test that fails for the right reason, and a change that makes it pass.

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Support ticket → verified fix1 of 6Illustration · not a screenshot
  1. TicketSUP-4471, pasted in
  2. ReproductionIsolated in 41s
  3. Failing testWritten from the report
  4. Diff1 file · 4 lines
  5. VerificationFailing test now passes
  6. Pull requestWaiting on a human
Ticket

“Exporting a project whose name contains a slash gives me an empty file.”

Reproduction
project.name = "Q3/Q4 forecast"
export() → 0 bytes
Failing test
it("exports names with slashes")
✗ expected 2.4 KB, got 0
Diff
− path.join(dir, project.name)+ path.join(dir, slugify(project.name))
Verification
✓ diff applies cleanly✓ exports names with slashes · 2.4 KB
Pull request
patch/sup-4471-export-slashdraft
Problem01

Most of the work in a bug fix happens before anyone writes code.

What you can already see

Open tickets
184
Median first response
2h 10m
Median time to fix
9 days
Tickets waiting on engineering
61

What nothing tells you

  • Which of those 184 still reproduce on today's code.
  • Which have a test that proves the fix.
  • Which could have been reproduced in under a minute.

Nine days is rarely nine days of engineering. It is waiting, clarifying, reproducing, and finding the person who knows which service owns it.

Queue02

A queue that says what has been proven.

Every case, with the ticket quoted and its standing shown: whether the bug reproduced, and whether a test backs the fix.

Nogu Patch · CasesIllustration · not a screenshot
  • SUP-4471Export empty when project name contains a slashTest fails without the patch, passes with itDraft PR open
  • SUP-4468Invite email never arrives for .edu addressesAttempt 2 of 3 runningRunning
  • SUP-4452Dashboard totals disagree with the CSVReproduced, no candidate yetRunning
  • SUP-4449Session drops after switching workspaceLooked, and could not make it failNot reproduced
Three attempts per case, then it stopsEvery change requires approval
Workflow03

Reproduce first. Everything else follows from that.

  1. 01

    Intake

    Tickets arrive from your help desk through the API, or are pasted in.

  2. 02

    Reproduce

    Patch reconstructs the conditions from the report and confirms the failure before touching any code.

  3. 03

    Prove

    A failing test is written from the reproduction, so the fix has something to satisfy.

  4. 04

    Propose

    A draft pull request opens only when a test that failed now passes — and a diff that edits that test is refused.

Integrations

Sources this product is designed to read

GitHub can be connected today. The rest are sources the model is built for and cannot be connected yet. The app never offers a provider whose consent flow it cannot complete.

Support

  • Intercom
  • Zendesk
  • Front
  • Help Scout
  • Slack

Engineering

  • GitHub (available today)
  • GitLab
  • Linear
  • Jira

Runtime

  • Sentry
  • Staging environments
  • Preview deploys

Works with

Patch is in early access.

We are working with a small number of teams whose support queue is bigger than their engineering team. If that describes you, tell us what your queue looks like.

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