[Jugurtha]

We use GitLab with templates for issues(bug, incident, feature) and Slack.

We also have a Slack workspace for our platform users where they can ask questions, or report bugs or incidents. If users ask a question on how to do something many times, we open an issue for improvement, ux, documentation, etc.

If the users complain something isn't working, we'll open an issue for a bug.

If they report an incident, we'll solve the problem and write up the incident. If it happens more than once, we'll open an issue and solve it.

This pushes development and prioritizes our work. By the third time people complain about something you go alright, it's time to solve this.

If it's something that _prevents_ users work, it shoots up in priority.