Case Study: OpenSea achieves faster user feedback triage with Cotera

Turning user issues into shipped fixes automatically

The customer, OpenSea, faced a significant challenge in managing the high volume of user feedback received across Twitter/X, Discord, and support channels. Their team struggled to separate signal from noise, identify widespread issues, and turn messy conversation threads into clear, actionable work for their engineers, making effective triage and prioritization difficult.

To solve this, the vendor Cotera implemented an AI agent to automate feedback triage. The solution ingests and normalizes feedback from all channels, clusters related reports to show impact, summarizes long threads into structured context, and auto-routes categorized issues to Linear. The key results included faster time-to-fix with clean context and draft PRs, better prioritization through issue clustering, and higher confidence that teams are working on the most important problems.

OpenSea

Chris Korhonen

Principal Engineer