Customer Support
Find the Answer.
Solve the Ticket.
Troubleshooting guides, KB articles, escalation procedures — scattered across Confluence, Slack, and old tickets. RetrieveIT gives your support team one search to find answers fast.
Sound Familiar?
Support teams spend more time searching for answers than actually helping customers.
Knowledge base articles are outdated
The product changed. The KB didn't. Agents reference articles that describe features from two releases ago. Customers get confused, agents look uninformed, and tickets escalate unnecessarily.
Troubleshooting docs are scattered
The fix for that error is documented. Somewhere. In a Confluence page, a Slack thread, or an internal ticket from six months ago. Agents spend more time searching than solving.
Escalation procedures are unclear
When do you escalate? To whom? What information do they need? The process exists but lives in a doc that was last updated when the team was half its current size.
New agent ramp takes forever
New agents shadow for weeks because the alternative is throwing them into tickets with no way to find answers. Tribal knowledge lives in senior agents' heads, not searchable docs.
Support Knowledge That's Actually Findable
Turn your scattered docs into a searchable support knowledge base.
Answers in Seconds, Not Minutes
Agents find troubleshooting steps instantly. Customers get faster resolutions. Everyone wins.
Always Current Knowledge
When product updates, search results reflect the changes. No more outdated KB articles confusing customers.
Reduce Escalations
When agents find answers themselves, fewer tickets escalate. Tier 2 focuses on real issues.
New Agent Ramp Time
New agents find answers instead of asking. Ramp time drops from weeks to days.
Real Scenarios. Instant Answers.
See how support teams use RetrieveIT to resolve tickets faster.
Customer reports an error they've never seen before
"How do I troubleshoot error code 4012 in the sync process?"Returns the troubleshooting guide, related bug reports, previous ticket resolutions, and engineering notes — so you can solve it without escalating.
→ Generate step-by-step troubleshooting response
Deciding whether to escalate a complex issue
"What is the escalation process for billing disputes over $10,000?"Finds the escalation matrix, required documentation checklist, and contact information — with the current process, not last year's.
→ Generate escalation summary for handoff
Customer asks about integration configuration
"What are the configuration requirements for the Salesforce integration?"Surfaces the integration guide, common configuration issues, API documentation, and related customer success stories.
→ Generate integration setup guide for customer
Onboarding new support team members
"What training materials and resources do new support agents need?"Returns onboarding checklists, product training docs, common issue runbooks, and shadowing guidelines — everything for new agent success.
→ Generate new agent onboarding packet
Connects to Where Support Docs Live
Index your knowledge base, runbooks, and troubleshooting guides — wherever they are.
Confluence
LiveKnowledge base, runbooks, troubleshooting guides, procedures
Google Drive
LiveTraining materials, process docs, customer guides
SharePoint
LiveSupport documentation, policies, team resources
Gmail
LiveCustomer threads, escalation chains, team discussions
Outlook
LiveSupport correspondence, internal communications
Jira
LiveBug reports, feature requests, known issues
Enterprise-Ready Security
Support documentation includes internal processes and customer data references. RetrieveIT keeps everything secure.
- Role-based access — control who sees what
- SSO integration for seamless authentication
- No training on your data — internal docs stay private
- Data encrypted in transit and at rest (AES-256)
- SOC 2 Type II compliance (in progress)
Customer reports:
"I'm getting error code 4012"
Agent finds the fix. In 10 seconds.
Give Your Support Team Superpowers
Connect your knowledge base in under 5 minutes. Resolve tickets faster immediately.