Use case · Support engineering
Engineering only sees cases
that need code changes.
When a technical support case opens, Chip reads the history, matches it against prior resolved cases, identifies the root cause, and drafts a fix proposal. If a code change is needed, engineering gets a ticket with the diagnosis already done. If it is not, the case is resolved without them.
Without Chip
Engineers get pulled into customer questions that have not been triaged. Your 9am standup is a support queue. Half the cases turn out to be configuration issues that never needed a code change at all.
With Chip
Engineering sees pre-diagnosed tickets. Chip has already run the root cause analysis, matched prior cases, and drafted the fix. Engineers open a ticket already oriented, not a forwarded Slack thread.
Live example
CASE-4891: analytics events missing. Root cause found in 4 minutes.
An Acme Corp user reported roughly 20% of afternoon analytics events missing after a product launch. Chip identified a MergeTree merge backlog caused by a default background_pool_size=16 failing to keep pace with a 4x write spike. It matched three prior resolved cases, proposed raising the setting to 128, and opened ENG-2847 in Jira — before engineering was paged.
Incoming case
~20% analytics events missing · Acme Corp · afternoon window
Reported after major product launch. Affected table: user_events. Customer suspects ingestion failure or silent drop.
Root cause
96% confidenceMergeTree merge backlog — merge rate fell behind 4× write spike
background_pool_size=16 (default) insufficient for write volume post-launch. INSERTs silently dropped into user_events.
Prior cases matched
Raised background_pool_size from 16 to 64; increased merge_max_block_size.
Added retry wrapper with exponential backoff in event_writer.py.
Tuned background_pool_size and distributed merge scheduling.
Proposed fix
background_pool_size=16background_pool_size=128Add retry wrapper with exponential backoff in event_writer.py. Affected systems: ClickHouse cluster, analytics ingestion pipeline.
Jira ticket
ENG-2847 · Fix: merge pool sizing for write-spike conditions
How it works
Case arrives
Chip reads the full case history, reproduction steps, and any attached logs. No form to fill. No triage queue to join.
Root cause traced
Chip matches the failure against prior resolved cases, identifies the config or code pattern at fault, and assigns a confidence score to its diagnosis.
Fix drafted
A proposed change is written out, affected systems listed, and a Jira ticket created with the full diagnosis attached. Engineering is paged only if a code change is confirmed necessary.
Who benefits
Engineering teams
No more Monday morning questions. You see a ticket with a diagnosis, not a forwarded Slack message. When Chip pages you, the root cause is already named and a fix is already drafted.
Support teams
Complex technical cases do not stall at the handoff. Chip escalates with context — the failure mode, the matched prior cases, the proposed fix — not a wall of logs and a Slack ping.
Related use cases
Case deflection
Chip answers known questions automatically, before a human ever reads the ticket.
Trend analysis
Recurring failure modes surface automatically when a pattern crosses a threshold.
All use cases
See the full set of workflows Chip runs in production today.
See Chip diagnose a case from your queue.
We will run the analysis live against a case from your environment — root cause, matched priors, and Jira ticket draft.