Qualify application support tickets without pulling in the whole technical team
Support receives reports in their rawest form: "it doesn't work", "it's slow", "it works every other time". Without visibility on the application, all it can do is pass them on and wait.
Your challenges
Knowing whether the problem is real
User error, isolated case or general incident: the answer changes everything.
Answering the user quickly
Without information, support can neither reassure nor give a timeframe.
Avoiding unnecessary escalations
Every ticket escalated by mistake ties up operations and developers.
What Celenisia brings you
Reports linked to facts
You see whether the anomaly described by the user is observed in production, since when and how often.
A shared handling status
You know whether the error is already identified, being fixed or fixed.
A faster answer
You inform the user without waiting for the technical teams' analysis.