Do we have to rewrite our documentation first?

No. Retrieval works over documentation as it exists, including messy internal runbooks and ticket history. Gaps show up as questions the corpus cannot answer, which is a far cheaper way to find them than a documentation audit.

Can it use past tickets as well as docs?

Yes. Resolved tickets are a knowledge scope like any other, so an answer can cite both the official policy and the prior incident where the same issue was resolved.

What stops it from inventing a policy under pressure?

Acceptance checks run before the answer is returned. Claims without supporting evidence are stripped, so an agent that has not retrieved a policy cannot state one.

Customer Support

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SupportAI — Knowledge Retrieval

P1TKT-8821 — Database connection timeout

Error: ECONNREFUSED after 30s · PostgreSQL · Production

AI Resolution

1.Check connection pool limit: max_connections in pg_hba.conf^[1]
2.Verify PgBouncer pool mode is set to transaction^[2]
3.Restart connection pooler: systemctl restart pgbouncer

Check pool→Test conn→Restart→Monitor

Similar Incidents

TKT-720396%

Resolved

TKT-689189%

Resolved

TKT-554481%

Resolved

Sources

DB Runbook v3.1

PgBouncer Docs

The knowledge layer your support team has been waiting for

Instant Resolutions

Surface the right answer from thousands of runbooks, manuals, and past tickets in under a second. Agents resolve issues without escalating or searching manually.

Similar Incidents

Automatically retrieve the 5 most similar past tickets with their resolutions. Agents learn from what worked before, not from scratch every time.

Error Code Lookup

Instant lookup for error codes, status codes, and exception messages against your entire internal documentation library and known issue database.

Guided Troubleshooting

AI generates step-by-step troubleshooting flows based on the specific error context. Agents follow structured paths to resolution rather than guessing.

Source Documentation Cards

Every answer links to the source runbook, manual, or ticket with direct links. Agents can jump to the full document in one click to verify or learn more.

Ticket Context Panel

Automatically enriches open tickets with relevant documentation, related incidents, and suggested resolutions before the agent even starts typing.

Frequently asked questions

Do we have to rewrite our documentation first?: No. Retrieval works over documentation as it exists, including messy internal runbooks and ticket history. Gaps show up as questions the corpus cannot answer, which is a far cheaper way to find them than a documentation audit.
Can it use past tickets as well as docs?: Yes. Resolved tickets are a knowledge scope like any other, so an answer can cite both the official policy and the prior incident where the same issue was resolved.
What stops it from inventing a policy under pressure?: Acceptance checks run before the answer is returned. Claims without supporting evidence are stripped, so an agent that has not retrieved a policy cannot state one.

Problems this solves

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