Escalation & bug triage
Escalation and bug triage sits between support and engineering, where tickets usually go missing. It checks whether an incoming problem matches a known issue, gathers the evidence engineering will ask for anyway, and proposes a route and a severity. A support lead confirms both before anything is raised.
Step by step
Compare against open issues
The ticket is checked against open bugs and recent escalations so the same problem is not raised twice.
Gather the reproduction detail
Steps, versions, environment and affected accounts are pulled from the ticket thread into one place.
Look for the same signal elsewhere
Other tickets and channel reports describing the same behaviour are collected, which is what turns one complaint into a pattern.
Propose severity and route
A severity and an owning team are suggested with the reasoning shown, using the rules your team wrote down.
Assemble the handover pack
The evidence is written up in the format engineering expects, so triage does not bounce back for missing detail.
Support lead confirms before raising
The lead confirms severity and route. Only then is the escalation created in the tracker and posted to the channel.
Exactly what this agent can see, touch and change
The same five controls sit behind every ollo agent. These are this one's settings — visible before you build it, not buried in an admin screen afterwards.
Context
What reaches the modelSupport and engineering teams whose escalation queue is full of duplicates and half-described bugs, and leads who spend their day reformatting other people's tickets.
Escalation
When it asks a personA support lead confirms the severity and the route before an escalation is raised
Applications & Rights
Which tools it uses, and what it may do in each
ConfluenceRead only
JiraReadWrites newCreates new records or documents. Never edits, moves or deletes anything that was already there.
SlackReadWrites newCreates new records or documents. Never edits, moves or deletes anything that was already there.Verification
How you know it’s rightEvery claim links to the document it came from. A statement the agent cannot cite does not make it into the output — which is what makes the result reviewable in minutes rather than re-read end to end.
Who it’s for
Support and engineering teams whose escalation queue is full of duplicates and half-described bugs, and leads who spend their day reformatting other people's tickets.
What you’ll need
- Tracker projects and routes mapped
- Severity rules written down
- Escalation template agreed
- Support lead named as approver
What you get
- A duplicate check against open issues
- An engineering handover pack
- A proposed severity with reasoning
What it doesn’t do
It assembles evidence and proposes a route. It does not set severity on its own, page an on-call engineer, or close a ticket.
We build the first one with you
Not a template you configure alone. We sit with your team, build it on real data, and hand over the controls.
Scope
One session with the people who actually do the work. We agree what the agent reads, what it may write, and who approves.
Co-build
Built on your own data, not a sandbox. You watch it being made, so you know why it behaves the way it does.
Handover
You own the controls. Change the context, tighten the rights, move the approval gate — without coming back to us.
Parts of the work currently spread across the categories below. It does not replace any of those products outright.
Frequently asked
Will it page someone at night?
No. It has no route to your on-call system and it does not raise anything without the support lead confirming first. A genuine incident still goes through your own paging process, run by people.
How does it decide something is a duplicate?
By comparing the described behaviour, the affected version and the environment against open issues, and it shows the candidates rather than merging anything. The lead confirms the match, because a wrong merge buries a real bug.
Can it work out root cause?
No, and it does not try. It gathers the evidence and points at related history so an engineer starts from something useful. Diagnosis needs the code and the systems the agent deliberately does not touch.
What if support and engineering disagree on severity?
The proposal shows the rule it applied and the evidence behind it, which usually makes the disagreement a short conversation. The final severity is set by your lead, and changing the rules afterwards is done in the controls by your team.