The scenario
A customer posts in the Slack channel connected to your support project. tasksmind is already watching that channel, so nobody has to notice, triage, and file a ticket first. The report itself starts the pipeline.What it looks like
#support Jordan (customer) · 3:41 PM hey, my export keeps failing and just says “something went wrong.” anyone know what’s up? tasksmind · 3:41 PM Thanks for flagging this. Looking into it now, I’ll update this thread as soon as I know more.In your team’s dev channel tasksmind · 3:42 PM New incident from
#support: export failure reported by a customer. Investigating, pulling
recent commits and related PRs.
tasksmind · 3:44 PM
Root cause: the CSV export job times out on accounts with more than ~50k rows, in
jobs/export.ts. Risk: low. Running your test suite in a sandbox before proposing a fix.
tasksmind · 3:46 PM
Tests passed. Opened a draft fix: Approve / Request Changes / Stop / Escalate
below.
What’s really going on
1
Incident created
A customer’s message in your connected support channel creates the incident and posts an
“investigating” update for your engineers.
2
Investigate
tasksmind reads the report and your code to pinpoint the root cause. If the report is too
vague, it asks a clarifying question in the customer’s thread rather than guessing.
3
Risk classification
Before a fix is drafted, it’s scored for risk. This is a hard gate: if the risk score can’t be
recorded, the fix doesn’t get generated.
4
Sandbox test run
Your test suite runs in an isolated sandbox unless a project has explicitly turned that off. A
project can also override exactly which commands run.
5
Your approval
tasksmind opens a pull request and posts it in Slack. One of your engineers reviews it,
approves it, and merges. tasksmind never merges on its own.
Approving and merging are always human actions. Fixes flagged as high-risk, or that skipped or
failed sandbox tests, are called out clearly so they never get merged casually. See
the approval and safety gate for details.
The approval & safety gate
What has to be true before a fix can merge.
Customer support, without the leak
What the customer sees versus what your engineers see.