The handoff most likely to leak: a customer-reported issue going from CS, through triage, to engineering, through QA, back to the customer. Heidi keeps it one thread, and most fixes never leave it. Engineers don't context-switch. Customers don't get "we'll look into it" twice.
When a ticket lands, Heidi has already read the customer's history, account size, prior tickets in the same surface, and any open Jiras that match the symptom. She drafts the triage note with severity, the most likely root cause, and the engineer best suited to own it.
If the symptom matches a known issue, Heidi links the ticket to the existing Jira and notifies the customer with the live ETA from the engineering owner. If it's new, a Claude Code agent investigates the codebase, reproduces it, and opens a draft PR for engineering review.
Before the fix merges, Heidi runs the relevant regression eval and writes a one-line summary of the score delta into the PR. No silent regressions. The Product Builder approves only with the eval in green.
On merge, Heidi drafts the customer-facing changelog, the internal incident retro (if applicable), and the GTM brief for any prospect mid-cycle who had asked about the affected surface.
Heidi drafts the customer reply in the AM's voice, attaches the changelog, sets the appropriate ticket state, and queues it for review. You read it, you send it. The thread closes in the same place it opened.
Bring the version of this workflow your team actually runs today. We'll wire Heidi against a sandbox of your stack and show it end to end inside the call.