Investigations · For support teams

Close tickets faster with better answers.

Understand what’s behind a customer issue and what to do next. Driver connects relevant code and previous resolutions to help your support team respond clearly, escalate with evidence, and follow through to resolution.

Support workflows at Lucanet

“We have a process with Driver to analyze tickets. It detects issues with 90% or more accuracy.”

Senior Engineer

Lucanet

Read the customer story ↗

01 / 04 · Investigate

Investigate automatically. Find the next step.

Connect the customer’s issue with relevant codebase evidence and previous resolutions. Understand what is happening, see what supports the explanation, and give your team a clear next step.

SUP-2047

Open

We can’t pack this order. The system is showing an error and won’t let us continue.

Driver · Draft customer response

The error points to an existing shipment split blocking packing.

Please unpack the order in the warehouse app to clear the split, then re-split and repack it.

ProcessSplitOrder.csSUP-1732

Prepared by Driver · For Support review

02 / 04 · Coordinate

Get the right work to the right team.

Prepare the handoff with the findings, supporting evidence, attempted fixes, and a clear success check. Give the team taking over the context they need to act, without asking support to rebuild the technical story.

Internal ticket

Draft

Reset blocked packing

Team: Backend Support
Finding: Existing split blocks packing.
Already tried: Unpacking through the app failed.
Evidence: ProcessSplitOrder.cs + SUP-1732
Success check: The warehouse can re-split and repack the order.

Prepared by Driver · For Support review · SUP-2047

03 / 04 · Communicate

Keep the customer informed.

Turn technical findings and completed work into clear customer updates. Driver prepares a reply grounded in the investigation, so your team can explain what changed and what the customer should do next.

Customer reply · SUP-2047

Draft

Ready to pack again.

The backend reset is complete. The previous split has been cleared, and the order is ready to split and pack again.

Next step for the customer

Please have the warehouse re-split and repack the order.

Prepared by Driver · For Support review · Not sent

04 / 04 · Learn

Build on every resolution.

Driver automatically retains findings, corrections, and resolutions from each investigation. Future investigations build on what your team has already learned, with the supporting evidence and open questions preserved.

Resolution summary · SUP-2047

Saved

Blocked packing. A reusable resolution.

Finding: An existing split blocked packing.
What failed: Unpacking through the app.
What worked: Backend reset: items returned, empty split canceled, packing reset.
Outcome: Support reported packing recovery and later shipment.

Saved automatically. Why the original split arose remains unknown.