Prescia

Your team already solved it. The hard part is remembering where.

[Prescia @Presciahq]

Every support rep knows this moment. A customer's stuck, and you're sure someone on your team fixed this before.

[Prescia @Presciahq]

Most tickets aren't new. One of your support reps already answered it, in a thread nobody can find now.

Prescia Answers finds that fix. Prescia Knowledge keeps it.

Early access: https://t.co/kaNHiVdkxI

[Prescia @Presciahq]

@justdkd Turns out the model was the easy part.

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@joshbrown @Toyota Alex probably thinks he told Kyle.

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@Jeel_p07 Nadella's take aged fast for anyone actually running agents.

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@jasonlk @ownertook The tickets that took the longest are usually the ones nobody ever wrote down how to fix.

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The fastest support rep on the team usually just remembers which old ticket had the fix.

[Prescia @Presciahq]

@PatSchaber Same in support. Half the wrong answers come from two reps using "escalated" to mean different things.

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@manvendrax7 The catch is the best stuff in those tickets is usually in the internal notes, not the reply the customer saw.

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@McVizual Same thing with help centers. Write it clearly enough for a new rep and the bots understand it too.

[Prescia @Presciahq]

@uglyrobot The part I'd miss is the comment history on old tasks. That's usually where the real answer ended up.

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@JatinChanchlan Curious what the tickets that stayed looked like. Fewer, but harder?

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@arvidkahl Spare a thought for whoever was on support that morning, answering "where did my repo go" before anyone knew it was expected behavior.

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@Duncan_Elder Right. Asking for a story lands a lot better after you've fixed their week.

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Usually titled something like "quick q" and 300 replies deep.

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Every support team has one Slack thread that's quietly doing the help center's job.

[Prescia @Presciahq]

@themlpx Curious what the other 10% looks like. That's usually where the old fixes live.

[Prescia @Presciahq]

@BlakeMichelleM @KatieMartell On most support teams it's whoever got burned by the same ticket twice.

[Prescia @Presciahq]

@PatSchaber Same in support. The last 20% is usually an edge case one rep already solved in a thread somewhere.

[Prescia @Presciahq]

@RaulJuncoV Fair. A link nobody finds for six months still beats a session nobody can open.

[Prescia @Presciahq]

If your team keeps answering the same question in Slack, that's usually a help article waiting to be written.

[Prescia @Presciahq]

Your help center says one thing. Your reps fixed it a different way last week. Here's how Prescia turns the fixes your team already found into help articles, with a person approving every one.