How we do customer bug management at Clari?
summary
Clari centralizes customer defect intake through Technical Support so 95% of cases never reach engineering, funnels the rest into a single Jira Service Desk project, and maps defects to P0–P4 priorities with SLOs. P1 requires acknowledge in 4 hours and resolution in 5 business days. Automation uses Slack, Zapier, Jira automation and a bidirectional Salesforce sync. Reporting gives 35+ PD teams shared and custom dashboards, and a five‑year backlog cleanup precedes reliable telemetry.
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chapters (12)
- 0:00Introduction
- 1:52Clari’s revenue platform
- 4:23Customer bug challenges
- 6:30Cross-functional working group
- 7:58Streamlining bug intake
- 10:33Bug prioritization and SLOs
- 14:07Tooling and automation
- 16:35Reporting and dashboards
- 18:22Weekly process reviews
- 22:37Backlog cleanup
- 23:39Five-step redesign summary
- 24:22Q&A
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