Every ticket is a mystery
Support sees the complaint, not what actually happened to the customer's account.
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?
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.
Starts from the ticket
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
InvestigatingRefund still not received, order #48213
#support
InvestigatingA customer was charged twice for one order
SUP-212
InvestigatingCheckout times out on Safari
The handover
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· SupportCheckout times out on Safari
To doIn reviewReported by 3 customers · Priority high
TraceX commented
Safari blocks the cookie the 3-D Secure frame needs, so the challenge never loads and checkout waits until it times out 1.
Fall back to a 3-D Secure redirect on Safari #321
Linked pull request
The reply
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@· inboxMaria Chen
9:41Refund 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
From the email to the reply, on one line.
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 · 10:02Migration 0142 deployed
Renamed the refund state pending → awaiting_payout
Oct 21 · 10:03Refunds stop moving
The worker finds 0 refunds to process, every minute
Oct 28 · 09:41Maria writes in
“My refund from last week still hasn't arrived.”
Oct 28 · 09:47Root cause found
93% confidence, with the evidence for each step
Oct 28 · 09:52Fix opened
Pull request #318, ready for review
How it fits
Set up once. Useful every day.
Connect your inbox
Connect Gmail, Slack or Jira, plus a read-only database and your repositories.
TraceX picks up tickets
Each new report starts an investigation that support can follow live.
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.