Your Support Team and the Success of Your Customer's Story
63% of consumers will switch after one bad experience — and most leave without complaining. The team that handles the moments things go wrong decides whether a product's promise holds.
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Triage, Investigation, Reproduction: The unspoken monotony
A 401 that fails a third of the time, three worker nodes and a clock three minutes in the future. The loop nobody talks about — and where the hours actually go.
Anatomy of an agent trace: how dekx works a ticket
The ordered record of everything the agent did on one ticket — intake, redaction, retrieval, reproduction, root cause — and the three gates where a human decides.
The Support Engineer's Assistant
Scattered knowledge, endless context switching, and the escalate-or-not guess — and what collapsing every source into one tool layer changes.
Choosing a local model for investigation work
What we learned benchmarking Qwen and Gemma models for reasoning and resolution on support tickets — where small models hold up, and where they don't.