All use cases
Business Application Support
A business app ticket means 5 back-and-forths and an unavailable user
Empty tickets, intermittent issues, ping-pong between teams, support blind to business applications. Cost per application ticket explodes.
-80%
diagnostic time
-60%
cost per ticket
1.3
avg back-and-forths
< 6 months
payback
1
The ticket arrives empty — support has to reconstruct everything
A user reports an issue in their business application. The ticket says: "it does not work". No screenshot, no steps, no technical context. Support must contact the user again, ask them to reproduce, wait for a reply.
4 to 7 back-and-forths per ticket. Resolution in 1 to 5 days. A business user blocked from working. A cost per ticket of 50 to 200 EUR.
The user reports in 5 clicks. Everything is captured automatically at the moment of the issue: steps, errors, metrics, screenshots. The ticket arrives complete. Support acts without re-contacting.
2
The problem is intermittent — impossible to reproduce
The user reports a bug. When support intervenes, everything works. "Try to reproduce and call us back." The issue returns three days later. Same scenario. The ticket has been open for two weeks.
Tickets dragging for weeks. A frustrated user. Powerless support. The issue ends up closed as "not reproducible".
Everything is recorded continuously, like a black box. At report time, the exact context is already captured: what the user was doing, what happened technically, errors, metrics. No need to reproduce.
3
The ticket bounces across three teams before reaching the right one
The user has an issue with their ERP. L1 does not know the application. They transfer to Workplace. Workplace says "the PC is fine" and transfers to the app team. The app team says "it is a network issue". The ticket is 10 days old.
Each bounce adds 1 to 3 days. The user is blocked. Satisfaction collapses. Ticket cost explodes.
The application and symptom type are identified automatically. The ticket is routed to the right team from the start, with technical context that confirms the cause.
4
Support lacks tools to diagnose business applications
Support tools monitor infrastructure: servers, network, availability. But a workflow bug, a functional error, or a usage issue slips past entirely. Support is blind to business applications.
Systematic escalations to application teams. Overloaded L2/L3. Simple issues that take days to resolve because no one has context.
Support gets automatic pre-analysis: correlated symptoms, likely causes, suggested checks. They can triage, assign, or resolve without deep application expertise.
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