About Pebble

Pebble is an AI engineer that automatically resolves tickets escalated to engineering from customer support. Pebble frees up your engineering team to focus on new feature development and Pebble helps your support team resolve issues faster.

Pebble collaborates with your support and engineering teams as part of this process. Pebble’s issue resolution workflow looks like this:

  1. Support creates a ticket and Pebble clarifies requirements

    Support creates a new Linear ticket. Pebble detects that a new ticket has been created by support and, if needed, asks the support team for clarification on the ticket. For example, Pebble may ask the support team to clarify reproduction steps.

  2. Pebble gathers context

    You connect Pebble to the GitHub repos that form the core of your product and Pebble uses this integration to gain context of your codebase. Pebble also searches the web and reads your documentation.

  3. Pebble generates a PR

    Pebble gets to work on generating code to resolve the issue. To resolve an issue, Pebble creates a new branch, commits changes to it, and creates a PR.

  4. Pebble tests itself

    Pebble writes tests to verify the results and uses your existing CI to view test results. Pebble iterates on the solution until tests successfully pass. At this point, Pebble also self reviews its own code.

  5. Support verifies the solution

    Once, Pebble thinks it has a working solution, if available, it prompts the support team to review the PR preview link and verify the fix.

  6. Engineering reviews the code

    Finally, once Pebble and support believe there is a working solution, Pebble asks the engineering team for a code review.

  7. Pebble responds to code review

    Pebble can respond to code review from your engineering team by creating new commits and leaving comments.

  8. Engineering merges the PR

    Your engineering team is responsible for merging Pebble’s PRs if they’re approved. Alternatively, the team can use a Pebble PR as a starting point for more work.

Integrations and Permissions

Linear Integration

Pebble connects to Linear via their OAuth 2.0 Integration. Pebble will have the permissions of the user who sets up the integration. However, Pebble uses Linear’s OAuth Actor Authorization so that any actions Pebble takes in Linear are visible as done by Pebble.

GitHub Integration

Pebble connects to GitHub via a GitHub app. As part of setup you can specify which repos Pebble can access. Pebble requires the following permissions: