Quick answer: Large studios drown in unrouted bug reports. A two-tier system (auto-route + human triage) directs each report to the right owner in minutes.
Big studios have ownership confusion. Unrouted reports sit; routed reports get fixed.
Auto-route by component
Bug reports tagged with affected component (combat, UI, audio). Each component maps to a team's queue.
Human triage for ambiguous
Reports without clear component tags hit the central triage queue. One triager per shift; routes within an hour.
Per-team SLA
Each team commits to a triage SLA on incoming. Misses tracked; ownership is real.
Escalation path
Stale reports (untouched after SLA) escalate to the engineering lead. Process is automated; humans see the escalations.
“Routing is half of triage. Auto-routing is the leveraged half.”
Audit unrouted reports monthly. The auto-router has gaps; the gaps become next month's auto-router improvements.