Question Type definitions for support issues

Question Type

Descriptions

General Questions

Broad inquiries about how to use CodeRabbit, product behavior, supported workflows, or best practices. Usually informational and not tied to a technical issue. May include clarifications about features, settings, or documentation.

Bug / Problem

Reports of unexpected behavior, errors, or product malfunctions. Requires investigation, reproduction, logs, and possible engineering escalation. Typically impacts the user’s ability to use CodeRabbit as intended.

Security

Issues involving potential vulnerabilities, suspicious activity, exposed tokens, or data security concerns. Requires immediate attention, confidentiality, and adherence to the security response process.

Feature Request

Suggestions for improvements, new features, or enhancements to existing functionality. May include workflow gaps, UI/UX requests, or integration ideas. May be routed to product management or engineering for review.

Billing Question

Questions about invoices, payment methods, plan changes, charges, overages, or seat counts. May require checking account details and coordinating with finance or sales for accurate resolution.

Sales Inquiry

Pre-sales questions about plans, enterprise licensing, custom contracts, SLAs, or security compliance. Typically these conversations come from prospects evaluating CodeRabbit. May be routed to the sales team.

Non-Support Inquiry

Topics unrelated to product support such as partnership requests, marketing/PR, recruiting, or vendor outreach. May be redirected to the appropriate internal team.