Resolve Customer Issues Without Escalating to Engineering
When customers say 'it's not working,' diagnose and fix issues by understanding exactly what the code does.
Why Tier 1 Always Escalates
- Customer reports 'Feature X isn't working' and support has no idea what's actually broken.
- Every technical issue gets escalated to engineering.
- Engineers spend hours context-switching to debug customer problems.
- Customers wait days for issues that could be resolved in minutes.
- Knowledge bases describe how things should work, not how they actually work.
Support That Reads the Code
Support asks the codebase what actually happens on a failing flow, gets the file, the line, and the known workarounds, all without filing an engineering ticket.
What support can ask the codebase
Diagnose Without Reading Code
Ask 'Customer says login fails after password reset. What's happening?' and get the actual code path that handles it.
Find Workarounds Fast
Discover alternative ways to achieve a customer goal when their preferred path is blocked or temporarily broken.
Map Edge Cases and Limits
Surface known limitations like file size caps, retry budgets, and timeouts directly from the implementation.
Power AI Support Agents
Connect your support chatbot via MCP so its suggestions match what the code on prod actually does.
Reduce False Escalations
Confirm whether a report is a real bug or expected behavior before paging engineering for help.
Helpdesk Integrations
Plug into Zendesk, Intercom, Freshdesk via API, or run a Slack and Teams bot for internal lookups.
How support resolves a ticket
- 1
Customer Reports an Issue
Ticket arrives in your helpdesk: 'My export keeps failing for large datasets.'
- 2
Support Queries CodeAlive
Agent asks in plain English: 'What limits exist on export size, and what fails first?'
- 3
Grounded Answer Returned
CodeAlive surfaces the 10MB cap, the timeout path, and the batch-export workaround already in the codebase.
- 4
Resolve or Escalate With Context
Support replies with a concrete fix, or escalates with the exact file and line already attached.
What changes for support teams
- Support resolves more tickets without paging engineering.
- Cut average ticket resolution time.
- Improve first-contact resolution rate.
- Lower interrupt load on engineering on-call rotations.
- Give Tier 1 a way to answer technical questions without paging engineering.
What it looks like for support
Give support the answers they need
Stop paging engineering for every "is this a bug?" Answers from the codebase, in the support agent's hands.