Get the next step on a ticket or issue
Type a ticket number, a Jira key or a link, and Ovenbird tells you where the item is in the process and what to do next.
What to type
Open Ask and type the item into the message box, then press Enter:
| You have | Type |
|---|---|
| A Freshdesk ticket | 48211, #48211, or the ticket's link |
| A Jira issue | ENG-123 (any project key), or the issue's link |
| Something you already did | Add it after the item: /nextstep 48211 asked for a screenshot |
You can also start with /nextstep, for example /nextstep ENG-123. A message that is only a ticket number, a Jira key or an item link is treated the same way.
Note: Ovenbird can only read items from tools your workspace has connected. If Jira or Freshdesk isn't connected yet, ask an owner or admin, or try the demo.
What Ovenbird reads
- For a Freshdesk ticket: the ticket with all its replies and private notes, up to three linked Jira issues, Slack threads that mention it (if Slack search is connected), and Google Meet call notes about it (if Google is connected).
- For a Jira issue: the issue with its comments and history, up to three linked issues, and any Freshdesk ticket it refers to.
Then it picks the process that applies (using each process's "When it applies") and works out the next step. You'll see what it's doing: "Reading the item, its comments and linked issues…", "Picking the process…", "Working out the next step…". It usually takes 30 to 60 seconds.
What you get
At the top, the item, the process and the section of the document it's following. If no process covers the item, it says "No documented process applies".
Below that, a map of the process: each stage is marked done ✓, current, upcoming or skipped. Click a stage to see why: "Done because:", "Still open:", "Starts when:" or "Skipped because:", with the evidence.
Then the answer itself:
- NEXT: the action, who owns it and, if the process sets one, the deadline.
- That means: one to three points you can tick off.
- ⚠ at most one heads-up.
- Do you know how to do it? with the buttons described in Use the answer.
Keep working on the same item
After a next step, a bar above the message box says "Working on" the item. Any question you type now uses that item's context ("who decided the workaround?"). Click Clear to stop, or type /nextstep with another item.
Still stuck? Ask your workspace owner or an admin, or get in touch with us.