Triage customer issues

Overview

Customer-facing teams post escalations into an operations channel, often from a ticketing system. A custom skill teaches Roomote your triage procedure: check logs, inspect data, read code, and classify the problem as a product bug, a data-state issue, or expected behavior. Roomote answers in the thread with evidence, and a PR when the resolution is a code fix. Engineers only see what survives triage.

Trigger: Channel event
Setup time: About 45 minutes
Requires: Admin access, Slack or Discord, observability or data integration
Serves: Support, Engineers
Cooked By: John Stearns from Roo Vet

Ingredients

A channel receiving support escalations, such as #support-inbound, with Roomote invited
Auto-respond channels, or a ticketing workflow that mentions Roomote
A custom skill, enabled for the product environment
Observability and data integrations such as Sentry, Grafana, Better Stack, Supabase, Neon, or Snowflake, or a custom MCP server for your stack
An environment for the product repositories, with read-only production credentials where integrations do not cover the required system

Steps

Connect the integrations your triage needs under Settings > Integrations.
Under Settings > Skills, add the custom skill below and enable it for the environment your product runs in.
Add the escalation channel under Settings > Automations > Auto-respond to channels and paste the launch criteria.
Repost a resolved historical ticket and compare Roomote’s triage with what actually happened.
Tighten the skill with what you learn. The skill is the control you will keep tuning.

Custom skill

Create a custom skill with these field values. The Roomote UI stores the slug, description, and content separately. Slug

support-investigation

Description

Use when a customer issue or support escalation needs triage: classify it as a
product bug, a data-state problem, or expected behavior, then resolve it or
prepare the escalation.

Content

When a support escalation arrives:

1. Restate the problem: which customer, which feature, what they expected,
   and what actually happened.
2. Check errors first: search Sentry for exceptions matching the feature and
   time window. Note anything correlated.
3. Check the data: query the production database with read-only access to
   inspect the customer's relevant records. Never write to production.
4. Read the code path involved, then classify:
   - Product bug: implement the fix and open a PR; link it in the thread.
   - Data-state problem: identify the exact records and describe the
     corrective action for an operator. Do not modify data yourself.
   - Expected behavior or user error: draft a reply the support agent can
     send, citing the relevant docs.
5. Reply in the thread with the classification, evidence (queries run, error
   links, and code references), and the PR, proposed data fix, or reply draft.

Escalate to an engineer only when the fix needs a product decision or a
production data change.

Launch criteria

Launch for messages describing a specific customer-reported problem or support
escalation, usually posted by the ticketing bot or a support teammate.

Do not launch for general questions, internal discussion, status updates on
tickets already being worked, or messages that only link a ticket without
describing the problem.

If an earlier message about the same ticket already launched, launch again
only if the customer reports the problem recurring after it was thought
resolved.

Variations

Ask Roomote to propose, but not run, a data-repair script as a reviewed PR against an operations repository.
Create separate skills by product area, each with a sharper description so the right one activates.
On Teams, have the ticketing workflow mention Roomote and name support-investigation; auto-respond is not available there today.

This recipe is most valuable with real log and read-only database access. Grant scoped, read-only credentials through integrations or environment variables. The skill says never to write to production; admins should also enforce the boundary with database roles and MCP tool policies. A prompt is not a security boundary. Pairs well with: vendor outage triage · CI failure auto-fix

Getting Started

Using Roomote

Cookbook

Provider Configuration

Integrations

Roomote Configuration

Development

Overview

Ingredients

Steps

Custom skill

Launch criteria

Variations

​Overview

​Ingredients

​Steps

​Custom skill

​Launch criteria

​Variations

Overview

Ingredients

Steps

Custom skill

Launch criteria

Variations