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:

A conversation is classified as actionable
It passes the duplicate check
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:

Go to Settings > Products
Edit the priority definitions
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:

Click Create GitHub Issue
Review the generated content
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:

Drag one item onto another
They'll be merged
Customer counts combine

View conversation

Jump to the original HelpScout conversation:

Click View Conversation
Opens in new tab
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.