BoldCreate by Syncfusion

AI incident response and customer escalations

Stop guessing which change broke production

When a release breaks production, every minute spent guessing which change caused it costs you, and escalations bounce between support and engineering while the customer waits. From the notes, logs, and traces you provide, or from an alert your monitoring tool sends, agents line the timeline up with recent changes and find the cause in the code. You get a tested fix, the postmortem draft, and the customer update.

YOU HAND OVERINC-482 · checkout errors after v4.12
incident · checkoutTimeline…
0.2%checkout error rateError rate after release v4.12v4.12
COMMITS IN RELEASE v4.12
a1f03cUpdate copy on the payment page—
77be21Bump logging library—
9c41e2Cache cart totals per session—
e5d810Add feature flag for gift cards—
1Timeline
2Root cause
3Fix
4Postmortem
YOU GETRoot cause, fix PR, and postmortem draftCustomer update ready for support to send
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25+Years of Syncfusion developer tools
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The timeline

Investigate the changes linked to an incident

More changes reach production every week, and any one of them can be the one that fails. Instead of three engineers reading logs with three theories, the agent puts releases, errors, and alerts from your notes, logs, and traces on one timeline. It then follows the spike back to a commit and a line.

ReleasesEvery deploy and the commits it carried
ErrorsStack traces and error rates from the logs you provide
AlertsWhat fired, when, and where, from your incident notes or an alert webhook
The code behind each changeThe diff behind each change, line by line
INC-482 · 09:30 to 10:30INVESTIGATING
09:40 · DEPLOYsearch-api v2.3
09:58 · DEPLOYcheckout v4.12
10:02 · ERRORTypeError in cart totals
10:04 · ALERTCheckout errors > 5%
10:11 · ERROR502s from payments
10:19 · ALERTOrders down 31%
PINNED · checkout v4.12 · commit 9c41e288 const total = cache.get(session.id) ?? sum(cart.items)Cart totals are cached per session but never cleared when an item changes, so stale totals fail the payment check.
Customer escalations

Prepare a tested fix for a customer escalation

Escalations move between support and engineering, each side waiting on the other. The agent takes the ticket, the logs, and the customer’s configuration, and walks one straight path to an answer.

  1. 01Rebuild the reported setup for diagnosisThe agent rebuilds the customer’s configuration in a sandbox, so “can’t reproduce” stops the loop early.
  2. 02Review the cause and its regression testThe fix arrives as a pull request with a test that fails before it and passes after.
  3. 03A plain-language update for supportSupport gets a short update with any workaround, ready to review and send.
Illustrative example
BEFORE · CUSTOMER WAITING4 h
•SupportAsks the customer for screenshots
↩Engineering“Can’t reproduce, need more detail”
↩SupportCustomer sends a HAR file
↩EngineeringWrong team, reassigned
↩EngineeringStill investigating
AFTER · ONE PATH0.0 h
1Ticket inESC-1207 · tax missing on invoices
2ReproducedCustomer’s EU tax setting, in a sandbox
3Fix PRRoot cause plus a failing-then-passing test
4Update draftedPlain-language note with a workaround
5Support sendsA person reviews and sends it
The postmortem

Review a postmortem draft alongside the fix

When the fire is out, nobody wants to write it up, so the same incident comes back. The draft arrives with the fix: summary, timeline, and root cause, with follow-ups listed as draft tickets for your team to file.

A test for the failureThe preventive fix comes with a test that reproduces the incident, so if it comes back, a test fails first.
Blameless by defaultThe draft follows your postmortem template skill: what happened and why, never who.
Your team reviews and sends the draftsAgents draft the postmortem and the customer update. Your team reviews and sends them.
Postmortem · INC-482 · blameless draftDRAFTING
SUMMARYCheckout failed for 6% of orders for 41 minutes after release v4.12.
TIMELINE09:58 release · 10:02 first errors · 10:04 alert · 10:33 cause found · 10:43 fix PR merged by your team.
ROOT CAUSECart totals were cached per session and not cleared when an item changed.
WHAT WENT WELLThe release marker made the change easy to find. Rollback was not needed.
FOLLOW-UPS · DRAFT TICKETS
OPS-911Clear cached totals on every cart change
OPS-912Add a contract test for cart and payment totals
OPS-913Alert on payment check failures, not only 5xx
The same day, twice

Sam investigates a checkout incident

Illustrative example, not a customer result.

Here is what the work looks like today, and what changes when an AI team takes the busywork off the plate.

Without BoldCreateWith BoldCreate
10:02
Checkout errors jump after the morning release.Revenue at risk
Sam drops the incident notes and logs into BoldCreate.2 minutes of setup
10:40
Three engineers read logs in parallel, each with a different theory.38 min, no cause
The timeline points at one commit and one line in the cart service.Cause in 31 min
13:15
A big customer escalates. The ticket moves between support and engineering.Customer waits
The escalation is reproduced. Support gets a plain-language update to send.Customer answered
17:30
Rolled back. The postmortem is “next week”.Same bug returns
The team merges the fix and its test. Postmortem and follow-ups are drafted.Closed the same day
A day of firefighting turned into one reviewed fix

Frequently asked questions

How do agents find the root cause of an incident?
Drop in the incident notes, logs, and traces. The agent lines up releases, errors, and alerts against recent commits, follows the spike back to a commit and a line, and hands you the fix. A Cloud Agent automation can also start the investigation when Sentry, Datadog, or PagerDuty sends an alert.
How do agents handle customer escalations?
The agent rebuilds the customer’s configuration in a sandbox to reproduce the issue, delivers the fix as a pull request with a test, and drafts a plain-language update for support.
Do agents send customer updates on their own?
No. Agents draft the postmortem and the customer update. Your team reviews and sends them.
What does the postmortem draft include?
A blameless summary, timeline, and root cause that follows your postmortem template skill, with follow-ups listed as draft tickets for your team to file.

Compare one past incident with your team’s findings

Start with one task: drop in the notes, logs, and traces. Compare the agent’s root cause and fix with what your team found.

$199 a month for 20 seats · AI and sandboxes at provider cost + 10% platform fee