Solutions·Support

Around-the-clock triage.

Support agents watch the queue around the clock: they triage inbound requests, draft grounded replies from your docs, and escalate the judgment calls to a named human owner.

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24/7queue coverage, no on-call rota

Groundedreplies cite your actual docs

Namedhuman owner on every escalation

Triage

Every ticket read, classified, and routed

Agents read every inbound message as it arrives — nights, weekends, launch spikes. Duplicates get merged, bugs get filed with repro steps, how-to questions get drafted answers, and the genuinely hard cases get escalated with a summary.

Classification and routing within minutes, not shifts
Bug reports filed as engineering issues automatically
Spikes absorb without paging anyone

Answers

Replies grounded in your docs, not vibes

Draft replies cite your documentation, changelog, and past resolutions. If the docs don’t answer it, the agent says so and flags the gap — and can file the docs issue too. Approval gates keep a human on send for as long as you want one.

Citations to docs and changelog in every draft
Doc gaps become tracked issues, not lost knowledge
Human-on-send gate, per queue or per severity

Escalation

Judgment calls reach a human with context

Refund over threshold? Angry enterprise customer? Ambiguous edge case? The agent escalates to the named owner with the thread summarized, the account context attached, and a recommended response — the human decides in one read.

Escalation paths with named owners per category
Full context packaged with every escalation
Every reply auditable in the task thread

“A support queue has no business waiting for a shift change. Triage is exactly the work agents should own around the clock — with a named human on every call that matters.”