All use cases
Known issues
Agents
Customer agent
Categories
Resolving troubleshooting tickets
Share
Copy link
Description
Known issue handling tickets are a great fit for AI automation - they follow a consistent flow of checking for incidents, matching to known bugs, and keeping customers informed.
You can configure Parahelp to handle known issue tickets end-to-end by connecting your tools - like your status page for incident checks, Linear for issue tracking, and your ticketing system for customer replies.
This enables the Parahelp customer agent to automatically check for ongoing incidents, match reported issues to known bugs, link tickets for automatic updates, and inform customers about the issue status and expected resolution - following your incident response flow and using your tools.
Example
Configuration
Tools
Look up service status
Status page
/
API or MCP
Check status page to identify ongoing incidents or service disruptions that may be affecting customers.
Link support ticket to Linear issue
Linear
Link ticket to Linear issue for tracking and automated follow-ups.
Search in existing Linear issues
Linear
Search Linear for bugs, feature requests, or product updates.
Search knowledge
Parahelp
Search help center and internal knowledge snippets.
Memory
Known issues
Use the Status Page: Look Up Service Status tool to check if there's an ongoing incident that may be affecting the customer.
Use the Parahelp: Search knowledge tool to look up documentation for known issues and workarounds that may help the customer.
Use the Linear: Search in existing Linear issues tool to check if the reported issue matches a known bug or outage.
If found, use Linear: Link support ticket to Linear issue to link the ticket for automatic updates.
Inform the customer about the known issue, current status, expected resolution timeline, and any available workarounds using the Ticketing: Reply to ticket.
Simulation
Customer action: Ticketing - Submit query ("The dashboard is loading really slowly")
Agent action: Parahelp - Search memory
Agent action: Linear - Searched existing issues ("dashboard slow loading")
Agent action: Linear - Linked ticket to existing issue
Agent action: Ticketing - Send ticket response ("We're aware of dashboard performance issues affecting some users - our team is actively working on a fix. You can follow our status page for updates: [link]. I've linked your ticket so you'll be notified when it's resolved. Sorry for the inconvenience!")
Example
Configuration
Tools
Look up service status
Status page
/
API or MCP
Check status page to identify ongoing incidents or service disruptions that may be affecting customers.
Link support ticket to Linear issue
Linear
Link ticket to Linear issue for tracking and automated follow-ups.
Search in existing Linear issues
Linear
Search Linear for bugs, feature requests, or product updates.
Search knowledge
Parahelp
Search help center and internal knowledge snippets.
Memory
Known issues
Use the Status Page: Look Up Service Status tool to check if there's an ongoing incident that may be affecting the customer.
Use the Parahelp: Search knowledge tool to look up documentation for known issues and workarounds that may help the customer.
Use the Linear: Search in existing Linear issues tool to check if the reported issue matches a known bug or outage.
If found, use Linear: Link support ticket to Linear issue to link the ticket for automatic updates.
Inform the customer about the known issue, current status, expected resolution timeline, and any available workarounds using the Ticketing: Reply to ticket.
Simulation
Customer action: Ticketing - Submit query ("The dashboard is loading really slowly")
Agent action: Parahelp - Search memory
Agent action: Linear - Searched existing issues ("dashboard slow loading")
Agent action: Linear - Linked ticket to existing issue
Agent action: Ticketing - Send ticket response ("We're aware of dashboard performance issues affecting some users - our team is actively working on a fix. You can follow our status page for updates: [link]. I've linked your ticket so you'll be notified when it's resolved. Sorry for the inconvenience!")
Example
Configuration
Tools
Look up service status
Status page
/
API or MCP
Check status page to identify ongoing incidents or service disruptions that may be affecting customers.
Link support ticket to Linear issue
Linear
Link ticket to Linear issue for tracking and automated follow-ups.
Search in existing Linear issues
Linear
Search Linear for bugs, feature requests, or product updates.
Search knowledge
Parahelp
Search help center and internal knowledge snippets.
Memory
Known issues
Use the Status Page: Look Up Service Status tool to check if there's an ongoing incident that may be affecting the customer.
Use the Parahelp: Search knowledge tool to look up documentation for known issues and workarounds that may help the customer.
Use the Linear: Search in existing Linear issues tool to check if the reported issue matches a known bug or outage.
If found, use Linear: Link support ticket to Linear issue to link the ticket for automatic updates.
Inform the customer about the known issue, current status, expected resolution timeline, and any available workarounds using the Ticketing: Reply to ticket.
Simulation
Customer action: Ticketing - Submit query ("The dashboard is loading really slowly")
Agent action: Parahelp - Search memory
Agent action: Linear - Searched existing issues ("dashboard slow loading")
Agent action: Linear - Linked ticket to existing issue
Agent action: Ticketing - Send ticket response ("We're aware of dashboard performance issues affecting some users - our team is actively working on a fix. You can follow our status page for updates: [link]. I've linked your ticket so you'll be notified when it's resolved. Sorry for the inconvenience!")
Example
Configuration
Tools
Look up service status
Status page
/
API or MCP
Check status page to identify ongoing incidents or service disruptions that may be affecting customers.
Link support ticket to Linear issue
Linear
Link ticket to Linear issue for tracking and automated follow-ups.
Search in existing Linear issues
Linear
Search Linear for bugs, feature requests, or product updates.
Search knowledge
Parahelp
Search help center and internal knowledge snippets.
Memory
Known issues
Use the Status Page: Look Up Service Status tool to check if there's an ongoing incident that may be affecting the customer.
Use the Parahelp: Search knowledge tool to look up documentation for known issues and workarounds that may help the customer.
Use the Linear: Search in existing Linear issues tool to check if the reported issue matches a known bug or outage.
If found, use Linear: Link support ticket to Linear issue to link the ticket for automatic updates.
Inform the customer about the known issue, current status, expected resolution timeline, and any available workarounds using the Ticketing: Reply to ticket.
Simulation
Customer action: Ticketing - Submit query ("The dashboard is loading really slowly")
Agent action: Parahelp - Search memory
Agent action: Linear - Searched existing issues ("dashboard slow loading")
Agent action: Linear - Linked ticket to existing issue
Agent action: Ticketing - Send ticket response ("We're aware of dashboard performance issues affecting some users - our team is actively working on a fix. You can follow our status page for updates: [link]. I've linked your ticket so you'll be notified when it's resolved. Sorry for the inconvenience!")
