Escalations, Resolved Before They Reach Engineering

When a customer reports a problem, TraceX investigates it across your data, code, and logs straight away. Support gets the answer, and when a fix is needed, engineering gets the root cause and the pull request.

The Problem

Sound Familiar?

Every Ticket is a Mystery

Support sees the complaint, not what actually happened to the customer's account.

Escalation is the Only Tool

Anything beyond the help docs goes to an engineer, who drops what they were doing.

The Customer Waits

Days pass between “we're looking into it” and a real answer.

Every Report Becomes an Investigation

A support email, a Slack message, or a Jira ticket starts TraceX on its own: it finds the account, the order, and the timing, and checks what happened.

• Gmail, Slack, and Jira
• A live status on every ticket
• Read-only access to your systems

Maria Chen
Refund still not received, order #48213
Investigating

#support
A customer was charged twice for one order
Investigating

SUP-212
Checkout times out on Safari
Investigating

Engineering Gets the Cause, Not the Complaint

When a fix is needed, TraceX comments the root cause on the ticket, with its evidence, and links the pull request that fixes it.

• Root cause and evidence on the ticket
• The fix linked as a pull request
• No re-investigating from scratch

SUP-212 · Support
Checkout times out on Safari
Reported by 3 customers · Priority high
To do In review

TraceX commented
Safari blocks the cookie the 3-D Secure frame needs, so the challenge never loads, and checkout waits until it times out.
Fall back to a 3-D Secure redirect on Safari #321
Linked pull request

Answer the Customer with the Facts

TraceX drafts the reply from what it found: what went wrong, what is being done about it, and what happens next. Support edits it and sends it.

• Written from the evidence
• Ready the moment the cause is found
• The full investigation one click away

support@ · inbox
Maria Chen
Refund still not received · My refund from last week still hasn't arrived. Order #48213.

Investigation started Root cause found · 93%
Reply drafted by TraceX
Hi Maria, thanks for your patience. We found the problem and fixed it. Your refund is on its way.

Timeline

Every escalation keeps its whole story in order: when the problem started, when the customer wrote in, what TraceX found, and when it was fixed.

• The change that caused it
• The customer's message in context
• The fix and the reply, linked

Oct 21 · 10:02 Migration 0142 deployed
Renamed the refund state pending → awaiting_payout
Oct 21 · 10:03 Refunds stop moving
The worker finds 0 refunds to process, every minute
Oct 28 · 09:41 Maria writes in
“My refund from last week still hasn't arrived.”
Oct 28 · 09:47 Root cause found
93% confidence, with the evidence for each step
Oct 28 · 09:52 Fix opened
Pull request #318, ready for review

How it Fits

Setup Once. Useful Every Day.

01

Connect your inbox

Connect Gmail, Slack, or Jira, plus a read-only database and your repositories.

02

TraceX picks up tickets

Each new report starts an investigation that support can follow live.

03

Support replies, engineering reviews

Support sends the drafted reply; engineering reviews the root cause and the fix.

What You Get

Built for How You Work.

• Fewer escalations
  Many tickets are answered by the investigation itself, without pulling in an engineer.

• Faster first answers
  The investigation starts when the ticket arrives, not when someone is free.

• Replies backed by data
  Tell customers what happened and why, with the records to back it up.

• One shared view
  Support and engineering see the same investigation, evidence, and status.

• Fixes that close the loop
  The ticket, the root cause, and the pull request stay linked from start to finish.

• Safe by default
  Read-only access means support can investigate anything without risk to production.

FAQ

Questions

Does support need technical skills to use TraceX?
No. Support follows the investigation in plain English and asks follow-up questions the same way.

What happens when a fix is needed?
TraceX comments the root cause on the ticket and opens a pull request when engineering asks, so nobody re-investigates.

Can TraceX send replies to customers itself?
No. It drafts the reply; someone on your team edits and sends it.

Find the Root Cause. Ship the Fix.

TraceX is free during the private beta. Connect a database and a repository and ask your first question in minutes.