Cross-system trace for operations.

Reconstruct the exact event chain behind misses — read-only, across your existing systems.

  • → Trace SLA breaches back to the first routing divergence
  • → Surface queue bounces, reopens, and handoff failures in one timeline
  • → Export evidence packs with system-of-record pointers
🔒 Read-only access
⊘ No workflow changes
↛ No write-backs
Book walkthrough Request sample output
See the trace

One question. The full picture across every system.

⦿
Why did ticket TKT-48291 breach SLA?
Zendesk
Ticket TKT-48291 created at 9:14 AM via email for Acme Corp. Tagged as billing issue. SLA target was 60 minutes for first response.
Routing engine
Ticket was initially routed to Tier 1 Billing queue. Skills-based routing attempted to match with billing-certified agents.
Workforce management
At 9:14 AM, all 3 billing-certified agents were at capacity. Skills match returned zero available agents.
Breakpoint
Overflow rule triggered at 9:14:09. Ticket re-routed to General queue instead of waiting for billing agent. General queue had 47 tickets ahead.
SLA monitor
First response occurred at 10:47 AM (93 minutes). SLA breach recorded at 10:48 AM.
◆ Root cause
The SLA breach occurred because the ticket was re-routed from Tier 1 Billing to the General queue at 9:14 AM when no billing-certified agents were available. The General queue's backlog added 90+ minutes of wait time. The overflow routing rule prioritized any response over specialized response.
Evidence from: Zendesk Routing Engine Workforce Management
Systems in this trace:
Zendesk Intercom Salesforce Service Cloud Freshdesk Routing engines Internal tools
What you get

Cross-system trace primitives

⧉

Trace Builder

  • Reconstructs a complete trace for a single unit of work
  • Support: ticket, conversation, or account
  • Links events across systems into one reconciled chain
⊿

State Diff + Breakpoint

  • Shows expected vs actual state at each transition
  • Highlights the first divergence (breakpoint)
  • Surfaces the event sequence leading into the miss
⎔

Evidence Pack

  • One exportable artifact per incident
  • Trace summary with key events + timestamps
  • System-of-record pointers and IDs included
Example traces

Common Support Ops divergence patterns

⟁ SLA Miss Trace

channel → routing rule → queue bounce → handoff → reopen → breach

Breakpoint: Routing change mid-shift caused overflow
⟁ Queue Saturation Trace

inbound spike → capacity limit → queue depth → wait time → abandon

Breakpoint: Queue depth exceeded threshold with no escalation
⟁ Reopen Loop Trace

initial close → customer reply → auto-reopen → reassign → close → reply

Breakpoint: Policy edge-case triggered repeated reopens
⟁ Handoff Failure Trace

tier 1 → escalation → tier 2 queue → no pickup → timeout → bounce back

Breakpoint: Tier 2 queue had zero available agents
How it works

Three steps to your first trace

1

Connect read-only

Grant read-only access to your systems. No write permissions, no workflow changes, no credentials stored beyond OAuth tokens.

2

Normalize events

Events from each system are normalized into a unified trace graph with reconciled timestamps and entity links.

3

Retrieve traces

Query by unit of work or miss type. View the breakpoint, the sequence leading to it, and export the evidence pack.

Trust

What we don't do

  • ✕ No write-backs to your systems
  • ✕ No routing or execution changes
  • ✕ No automation inside your operational workflows
  • ✕ No agent or analyst replacement

We reconstruct and pinpoint where things diverged. Your team decides what to do about it.

Security & data handling

Built for operational trust

Read-only permissions

We request only the minimum scopes needed to read events. No write, delete, or admin permissions are ever requested.

Data storage

Event data is stored in encrypted cloud infrastructure (AWS/GCP). Data is isolated per customer with no cross-tenant access.

Retention

Configurable retention periods. Default is 90 days of trace data. Raw events can be purged on shorter cycles if required.

Access logging

All data access is logged. Audit logs available upon request for compliance reviews.

Have security questions? Contact our security team

FAQ

Common questions

Is it really read-only?

Yes. We only request read scopes via OAuth. No write, update, or delete permissions are ever granted or used.

What systems do you connect to?

Support: Zendesk, Intercom, Freshdesk, Salesforce Service Cloud, Help Scout, and custom ticketing systems via API.

How do you stitch identities across systems?

We use your existing identifiers (ticket IDs, order numbers, customer IDs) plus configurable mapping rules for cross-system entity resolution.

How fast to first trace?

Most customers see their first trace within 48 hours of granting access. Complex multi-system setups may take 1 week for full normalization.

What data do you store?

We store event metadata and state transitions needed to reconstruct traces. PII handling is configurable—we can mask or exclude sensitive fields.

Does this replace our BI dashboards?

No. BI shows aggregates and trends. We show the specific event chain behind an individual miss. They're complementary.

See where your process diverged

15–20 minute walkthrough. We'll show you a trace from your own systems.

Book walkthrough Request sample output