First line
Collect a reproducible description
Model case studies · example Tygy workflows
A B2B SaaS provider with first- and second-line support and corporate customer success teams.
From a user’s question to a technical review
A user reports an issue in a business service. First-line agents collect reproduction steps, pass the request to a specialist and keep the customer informed until there is a verified answer.
Who this is for
Reviewed answers
Use guidance and known solutions
Technical review
Bring a specialist into the discussion
What Tygy can do
First line
Collect a reproducible description
An agent asks for the steps, expected outcome and actual behaviour. Context stays with the conversation when it moves to second-line support.
- Use an agreed clarification checklist.
- Do not request passwords or secret keys.
Reviewed answers
Use guidance and known solutions
The knowledge base supports recurring questions and keeps current instructions available. Agents check that guidance applies to the customer’s situation before sending it.
- Update materials after product changes.
- Distinguish known solutions from unverified hypotheses.
Technical review
Bring a specialist into the discussion
When text is not enough, arrange a conference with the customer and second line. An employee records confirmed findings while engineering work remains in your issue tracker.
- Agree the participants and purpose.
- Return with a confirmed next step.
Screenshots show the Tygy interface with demonstration data. Names, conversations and figures are examples.
How the process works
From a request to the next step
A B2B SaaS provider with first- and second-line support and corporate customer success teams.
- User
Reports an issue
Describes an action and its result.
- First line
Collects context
Clarifies the steps and checks known solutions.
- Second line
Investigates
Reviews the description and joins a discussion when needed.
- Support
Keeps following up
Shares a verified answer and records agreements.
What to measure in a pilot
- Escalation completeness
- Sample requests for reproduction steps, expected and actual outcomes.
- Time to a substantive reply
- Compare time to a useful answer across request types.
- Repeated escalations
- Review requests returned to first line because information was missing.
Everyday tools
What the team needs
First line
Use an agreed clarification checklist.
Reviewed answers
Update materials after product changes.
Technical review
Agree the participants and purpose.
B2B SaaS
Questions and answers
Does Tygy automatically create engineering issues?
Not in this workflow. An employee creates an issue in the chosen tracker; automated exchange must be configured and checked separately.
Is this a real customer case study?
This is a model workflow based on Tygy features that you can adapt to your company’s processes.
Where should we start a pilot?
Choose one team and request type. Compare the existing workflow with a pilot using comparable samples, then decide what to expand.
Test the process with one request stream
Choose one team and request type. Compare the existing workflow with a pilot using comparable samples, then decide what to expand.
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