Support Hypercare

During critical onboarding and implementation phases, issues often surface in customer success conversations but never make it to the support team. A customer mentions unexpected data in their reports during a routine check-in, but neither they nor the CSM raises a formal ticket. Four/Four catches these signals automatically, analysing every conversation for potential issues and creating support tickets in Jira Service Desk without anyone needing to intervene.

Workflows power this automation. Define triggers based on conversation content, account type, or insight category, and Four/Four routes issues through AI-powered conditional logic to create Jira tickets, post to Slack, send emails, or apply labels. Notifications ensure the right support team members are alerted based on issue severity, account type, or their area of expertise. Each ticket includes a concise summary of the customer's pain points with links back to the original conversation, so support staff can proactively address problems with full context.

The result is support that acts before the customer even asks. Issues are identified, triaged, and routed to the right people automatically, turning every customer conversation into an opportunity to deliver exceptional service during the moments that matter most.