Customer Ticket to Fix and Reply

What it does

/ticket is a Cursor slash command. Type it in chat to run a saved workflow: Customer Ticket to Fix and Reply.

Takes a user complaint, reproduces it, patches the smallest surface, adds a test, and drafts the reply.

Repro, minimal fix, regression test, human reply. Unlike a skill, a command is something you invoke on purpose. The agent does not decide to run /ticket for you.

Why it exists

Founders retype the same multi-step prompt until it rots. /ticket exists so the pipeline, all 4 steps of it, is a file in .cursor/commands, versioned with the repo.

It ships in the Engineering Kit. It is wired to Customer Ticket Engineer (support-engineer), Root Cause Debugger (debugger), and Test Automation Engineer (test-automator). Required skills: Customer Ticket Triage & Reply; Resilient Error Handling & Fault Tolerance; Vitest Unit & Integration Testing.

When to use it

• Use when a user wrote in. Not for a raw stack trace with no customer (use /fix).
• Use /ticket when you want that pipeline, not a freeform chat. If you only need one step, use a narrower command or a single agent.
• Start a new chat. Do not run this command in a thread that just wrote marketing copy.

When not to use it

• Do not run /ticket as a substitute for reading the diff. The command produces files; you still gate them.
• Do not chain it into a 40-turn chat. Fresh context is part of the design.
• Do not run it if you have not filled CURSOR.md. The pipeline will invent a stack.

Example workflow

1. support-engineer captures repro and severity
2. debugger or specialist applies a minimal fix
3. test-automator adds a regression test
4. Draft customer reply without stack traces

Example usage

Type this in Cursor chat: /ticket User: Safari login spins forever after Google OAuth

The command file tells the session which agents to adopt and which skills to read. You should see phase headers, not a single dump of code.

If a phase fails its gate, stop. Do not add 'just continue'.

Example output

• Expected artifact: docs/support/ticket-....md
• Expected artifact: Relevant source + tests

Best practices

• Keep the prompt specific. /ticket User: Safari login spins forever after Google OAuth is the shape: object, constraint, and outcome.
• Let the listed agents work in order: support-engineer → debugger → test-automator.
• Save outputs in the repo. Chat-only answers evaporate.
• Engineering commands should leave tests or an audit note, not only implementation files.

Common mistakes

• Typing /ticket with no object ('do the thing'). The pipeline will guess.
• Re-running the command in the same chat after a failed gate instead of fixing the failing file.
• Editing the command file to skip review so it 'goes faster'.
• Skipping the Customer Ticket Triage & Reply skill that the command depends on.