Understanding Work Items
Work items are the core unit in Jetson. Every bug and feature request is a work item. ## What is a work item? A work item represents actionable insight from customer conversations: - **Bugs** - Something broken that needs fixing - **Features** - Something customers want added Each work item tracks: - Title and description - Category and priority - Number of customers affected - Status (open, in progress, resolved, deferred) - Original conversations - Linked GitHub issue (if created) ## Work item lifecycle ### Creation Work items are created when: 1. A conversation is classified as actionable 2. It passes the duplicate check 3. It meets minimum quality thresholds ### Open (Needs Review) New work items start as open: - Appear in your inbox when they have 2+ customer reports - Available in the "All" inventory view regardless of count - Ready to be triaged and worked on ### In Progress Move items to "In Progress" when you're actively working on them: - Drag the item to the In Progress column - Or change status from the item detail view - Shows your team what's being addressed ### Resolved Mark items resolved when the underlying issue is fixed: - Manually via the Resolve button - Automatically when linked GitHub issue is closed - Drag to the Resolved column Resolved items: - Move to the resolved tab - Stop appearing in your active inbox - Remain searchable for reference ### Deferred Defer items you're not addressing now: - Acknowledge the issue exists - Remove from active workflow - Can reactivate later by dragging back ## Customer count The customer count shows how many customers reported this issue: - Each unique conversation = 1 customer - Duplicate conversations group together - Higher count = higher impact Use customer count to prioritize: - 10 customers reporting login issues > 1 customer with edge case bug ## Review threshold By default, the inbox only shows items with 2+ customer reports. This filters noise from one-off issues. To see all items regardless of count: - Go to Bug Reports or Feature Requests - Click the **All** button for the full inventory To adjust the threshold: - Click **Sensitivity Settings** in the inbox - Raise or lower the minimum report count ## Priority levels ### High priority Critical issues requiring immediate attention: - Security vulnerabilities - Data loss or corruption - Payment failures - Complete feature outages ### Medium priority Significant issues affecting some users: - Features broken for subset of users - Major performance degradation - Blocking workflows ### Low priority Minor issues with limited impact: - Cosmetic bugs - Edge cases - Nice-to-have features - Non-critical improvements ### Custom definitions You can customize what each priority level means: 1. Go to **Settings** > **Products** 2. Edit the priority definitions 3. AI will use your definitions for future classifications ## Viewing work items ### In the inbox The inbox table shows items needing review with: - Title and summary - Type badge (Bug/Feature) - Priority badge - Customer count - Days since last activity ### On dedicated pages The Bug Reports and Feature Requests pages show: - Status tabs (Open, In Progress, Resolved, Deferred) - Drag-and-drop workflow - Full inventory view ### Detail view Click any item to see full context: - Complete description - AI-generated summary - Original customer messages - Confidence score - Linked GitHub issue ### Patterns view See how items cluster together: - Related issues grouped visually - Bubble size = customer impact - Click patterns to see contained items ## Actions ### Create GitHub issue Turn a work item into a tracked GitHub issue: 1. Click **Create GitHub Issue** 2. Review the generated content 3. Confirm creation The GitHub issue links back to Jetson for context. ### Change status Drag items between columns or use the status menu: - **In Progress** - You're working on it - **Resolve** - Mark as fixed - **Defer** - Postpone for later - **Reopen** - Return to open ### Merge duplicates If you find duplicate items: 1. Drag one item onto another 2. They'll be merged 3. Customer counts combine ### View conversation Jump to the original HelpScout conversation: 1. Click **View Conversation** 2. Opens in new tab 3. See full customer context ## Filtering work items ### By status Use the tabs on Bug Reports or Feature Requests: - **Open** - Items needing review - **In Progress** - Items being worked on - **Resolved** - Completed items - **Deferred** - Postponed items ### Quick filters - **Bugs** / **Features** - Filter by type - **High Impact** - Show only high-priority items ### By search Search across titles and descriptions to find specific items.
