Data Platform (Known-Issue Assist)

Outcome (8 weeks): Time to resolution −22%, rework −25%, first-reply quality up (“helpful on first pass” +18 pts).


Engagement: 60-Day Ops Reset focused on a privacy-safe known-issue assist, ~10–12 hrs/week, remote.

Results (by week 8)

  • Time to resolution (median): −22% (assist + runbooks cut search time)

  • Rework: −25% (fewer “that didn’t work” reopenings)

  • First-reply quality: +18 pts in internal QA (“helpful on first pass”)

  • Engineering interrupts: −29% for repeatable known issues

  • Assist adoption: 71% of eligible tickets used at least one suggestion

What changed day-to-day:

  • Agents started replies with a linked source (article/runbook), not guesswork

  • Product areas with repeat defects were visible; leaders prioritized fixes by volume + impact

  • Technical writers had a single queue of article refreshes (oldest/riskiest first)

Starting point

  • Agents relied on tribal knowledge; solutions scattered across Confluence, Jira comments, internal emails

  • “Known issues” lived in release notes + Slack threads; hard to find under pressure

  • Rework common (ticket reopened after first reply); leaders lacked signal on “repeatable fixes”

  • Engineering interrupted by repeat asks for issues with workarounds

Company snapshot

  • B2B data platform, Series C, ~250 employees, global customer base

  • Stack: Zendesk, Jira, Confluence, Notion, Snowflake, Looker

  • Team: 22 in Support (T1/T2), 4 incident managers, 3 technical writers (part-time to Support)