Support use case
Escalation triage
An escalation lands in the support desk. Someone opens the CRM, checks usage, reads the Slack channel, and pastes a summary to an engineer who's probably the right one.
Where it breaks today
A support escalation process usually depends on one experienced agent who knows where to look. A ticket comes in that tier one can't solve. The agent opens the CRM for the account, a dashboard for usage and the customer's channel for history.
They paste a summary into an engineering channel and tag the person they think owns that area. If they guess wrong, the ticket waits. If that agent is on leave, the summary is thinner and the wait is longer.
The same root causes come back month after month, because nobody has the time to count them.
What it does
Escalation triage works the way your team already does.
Context gathered automatically
The app assembles account, usage and channel context with the ticket, so triage starts informed.
Routed to the right engineer
Based on the product area and the account, not on whoever replies first.
Tracked to resolution
Escalations have owners and status, visible to support, engineering and the account team.
Patterns surface over time
Repeated escalation causes become visible, so the same ticket stops coming back.
How it works
- 1.A ticket is marked for escalation in the support desk.
- 2.The app reads the ticket and gathers the account record, recent usage and relevant channel history.
- 3.It writes a summary an engineer can act on, with links to the sources.
- 4.The escalation is routed by product area and account, using your ownership rules.
- 5.It has an owner and a status that support, engineering and the account team can all see.
- 6.Causes are recorded on resolution, so repeat problems show up as a pattern.
Before and after
| Step | Today | With an escalation app |
|---|---|---|
| Gathering context | Four tools and copy-paste | Assembled with the ticket |
| Routing | A best guess and a tag | By product area and account |
| Quality of the handover | Depends on who is on shift | The same every time |
| Status | Scroll the channel | Visible to all three teams |
| Repeat causes | Anecdotes | Counted |
Questions
Does this replace our support desk?
No. Tickets stay in your support desk. The app handles the step between support and engineering.
Does the app reply to customers?
No. It prepares and routes the escalation for your team. People decide what is sent to the customer.
How does it know which engineer owns what?
From your ownership rules, which we map in week one. When teams or product areas change, we update the routing.
Which AI model does it use?
The app picks the right model for each task and can switch as models improve, so it does not depend on a single provider.
What does engineering have to build?
Nothing. Build, hosting and maintenance are ours, and your engineers stay on the roadmap.
Other use cases
Other workflows we build.
Your best people are doing the work your software should be doing.
Track builds that software, designed around how your team actually works, running on the tools you already have. A working app in days, in production within four weeks. The longer that workflow runs by hand, the more it costs you.