Support Triage

A support desk that sits behind your helpdesk. Tickets arrive as rows through the data API; Triage Officer wakes on each one to classify it, set severity from observed blast radius, and match it against the known-issue ledger before a human looks at the queue. Support Engineer does the work a person asked for — reproduce, diagnose, draft the reply, file the bug — and every resolution either matches a Known Issue or writes one, so the second report of a problem costs thirty seconds instead of an hour. The agent that runs unattended holds no tool that can reach a customer.