2 min lesson
Escalate by handing over the chat, not a dry report
Connect "Can they reproduce from a clean machine using only what's written, without messaging you" to the decision you would make.
Step 1 of 2
Escalate by handing over the chat, not a dry report
Some tickets still need Engineering, especially platform bugs or code-specific issues. Start in Ask modeA read-only mode for asking questions about a codebase without changing files; the safe way to explore unfamiliar or legacy code. Press Enter for the full definition. to investigate and rule out the basics, then share the actual Cursor chat so Engineering sees what you tried, where it failed and the exact end state instead of a dry "this looks like a bug" report; in a fast-growing team, Support may also fix the bug or ship the small feature itself.
Hand over the Cursor chat so Engineering sees what you tried, where it failed and the exact end state instead of starting cold.
"The chat shows what we tried, where it failed and the exact end state. That gives Engineering real context, not a dry 'this looks like a bug' report."
Before you file, reread it as the engineer who's never seen the ticket. Can they reproduce from a clean machine using only what's written, without messaging you? If anything forces a follow-up question, that's the gap to close before filing.
If the async exercise gives you a rambling user report, write the bug report and say what you did: "I stripped this to a three-step repro, pinned the version and OS and quantified impact so triage is obvious." Showing the minimization step is what separates a support person from a support engineer.
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Optional practice
Practice: Escalate by handing over the chat, not a dry report
QWhy minimize a reproduction before filing a bug, instead of just forwarding the user's full description?