The Incredible Journey
Every Support Ticket Should Take
From first alert to lasting impact, step behind the screens to see how e-Core’s SupportOps turns issues into insight.
Every ticket has a story.
This one starts with a frustrated designer and ends with a smarter, more connected business.
Follow this ticket throughe-Core’s SupportOpsjourney and see how a simple request can turn into meaningful insights.
Every ticket has a story.
This one starts with a frustrated designer and ends with a smarter, more connected business.
Follow this ticket throughe-Core’s SupportOpsjourney and see how a simple request can turn into meaningful insights.
Meet the crew
Customer
Skyloft is a fast-scaling SaaS platform for creative professionals. Jordan is a freelance designer with a tight deadline.
Sam
Skyloft’s Infrastructure Engineer
Jordan
End-user
e-Core
Here are the people who work side by side to turn one support ticket’s moment of panic into a story of teamwork and insight.
Anna
L1 Support Analyst
Lucas
L2 technical Support Analyst
Jessica
Escalation Manager
Meet the crew
Customer
Skyloft is a fast-scaling SaaS platform for creative professionals. Jordan is a freelance designer with a tight deadline
Sam
Skyloft’s Infrastructure Engineer
Jordan
End-user
e-Core
Here are the people who work side by side to turn one support ticket’s moment of panic into a story of teamwork and insight.
Anna
L1 Support Analyst
Lucas
L2 technical Support Analyst
Jessica
Escalation Manager
First stop:
Trigger
& Triage
Second stop:
Resolution
Third stop:
Post-Incident review
Fourth stop:
Product Evolution
It’s Monday morning. Jordan, a freelance designer, is trying to upload images to a shared workspace, but nothing’s working.
Deadline is today and the stress level is high. He opens an in-app chat and marks the ticket Urgent.
“Every ticket is a chance to build trust. Speed and empathy matter most.”
Anna escalates the ticket to Lucas, e-Core’s embedded L2 Technical Specialist. He digs into the backend logs and spots the culprit: a MIME-type validation bug from a recent deployment.
“Great support goes beyond resolution. It’s about learning and evolving.”
AI spots a pattern: similar upload issues appeared before. Jessica conducts a Root Cause Analysis (RCA), an ITSM practice that helps to understand what’s behind it.
The team documents the findings for future reference and shares a quick refresher with L1 and L2 teams to strengthen detection and escalation skills.
“Incident resolution isn’t just a fix — it’s applying ITSM practices that prevent future disruptions.”
Insights from Jordan’s ticket help Skyloft strengthen its deployment process and enrich its knowledge base.
SupportOps turns customer pain points into smarter, more reliable operations.
“Customers rarely say what they truly need. Support is where those unspoken needs appear.”
First stop:
Trigger
& Triage
It’s Monday morning. Jordan, a freelance designer, is trying to upload images to a shared workspace, but nothing’s working.
Deadline is today and the stress level is high. He opens an in-app chat and marks the ticket Urgent.
“Every ticket is a chance to build trust. Speed and empathy matter most.”
Second stop:
Resolution
Anna escalates the ticket to Lucas, e-Core’s embedded L2 Technical Specialist.
He digs into the backend logs and spots the culprit: a MIME-type validation bug from a recent deployment.
“Great support goes beyond resolution. It’s about learning and evolving.”
AI spots a pattern: similar upload issues appeared before. Jessica conducts a Root Cause Analysis (RCA), an ITSM practice that helps to understand what’s behind it.
The team documents the findings for future reference and shares a quick refresher with L1 and L2 teams to strengthen detection and escalation skills.
“Incident resolution isn’t just a fix — it’s applying ITSM practices that prevent future disruptions.”
Third stop:
Post-Incident review
Fourth stop:
Product Evolution
Insights from Jordan’s ticket help Skyloft strengthen its deployment process and enrich its knowledge base.
SupportOps turns customer pain points into smarter, more reliable operations.
“Customers rarely say what they truly need. Support is where those unspoken needs appear.”
The
transformation is complete
With SupportOps, every ticket becomes more than a fix — it becomes fuel for smarter operations, improved products, and happier customers.
One issue, many insights
SupportOps transforms support from firefighting into foresight, connecting people, data, and AI to continuously improve operations.
