Support Systems
Help users find answers and follow runbooks, but optimize for resolution, not improvement.
Find the product gaps hidden in support tickets.
Understand user intent, find where the experience broke, and turn it into PR-ready product changes your team can ship.
Experience Gap Loop
1. User intent
"I need to invite a teammate and set their role."
2. Experience mismatch
Invite succeeds, but role assignment fails silently and support gets multiple "can't access resource" tickets.
3. Product improvement
Generate a PR-ready change: add validation and clearer role-state messaging so the same intent succeeds next time.
Intent first
Capture user intent
Translate each ticket into user intent, expected outcome, and workflow context.
Gap detection
Identify experience gaps
Find silent failures, edge cases, and mismatches between intent and product behavior.
Shippable output
Generate PR-ready changes
Turn each gap into a reviewable pull request or implementation-ready change.
Support data is full of product truth, but most teams can't use it.
Most tickets don't describe bugs, they describe moments where the product didn't match what the user was trying to do.
Insight
Most tickets are not pure bugs. They are intent mismatches.
An experience gap is the distance between what users tried to do and what the product let them do.
Closing experience gaps reduces repeat tickets and improves product outcomes at the source.
What this looks like in practice
ProblemSystem says success, user failed
A user completes the onboarding flow and everything returns successfully, but the account is unusable because required downstream state or configuration was never set.
Valid input, invalid outcome
A request passes validation and is accepted by the backend, but the underlying business logic fails silently, so the task never actually completes and the user sees no clear error.
Partial success / hidden failure
A file upload succeeds and the UI confirms success, but an asynchronous processing job fails later, leaving the user without the expected result.
The missing layer between support, product and engineering.
Most systems react to problems. They don't understand why users struggled.
Observability / Incident Detection
Catch 500s and exceptions, but miss the silent failures where users can't complete what they intended.
AI Agents
Automatically resolve exceptions and incidents, but lack context on user intent and what actually breaks the experience.
Tier Two
Capture user intent, identify experience breakdowns, and turn them into product improvements.
How experience gaps become shipped improvements.
From user intent to shipped product changes
Understand user intent
Step 1
Extract what the user was trying to do, what they expected to happen, and the context behind it from each ticket.
Detect experience gaps
Step 2
Identify where the product diverged from user intent across UX, system behavior, and edge cases.
Translate into product changes
Step 3
Generate pull requests with clear context, before/after experience snapshots, and the changes needed to fix the issue, so engineers can review and merge without manual triage.
Close the loop
Step 4
Engineering ships fixes that resolve root causes, support sees fewer repeat tickets, and product understands which changes actually improve outcomes.
Product changes your team can review, not AI guesses.
Each experience gap includes evidence and a concrete, reviewable product change.
Fix root causes, not repeat tickets
Resolve the underlying mismatch once instead of answering the same ticket pattern every week.
Shared context across support, product, and engineering
Everyone sees the user intent, the experience gap, and the proposed change in one place.
Turn ticket patterns into product changes
Repeated issues become clear, actionable product changes instead of noisy one-off requests.
What you get for every identified gap
Proof output- 1
Intent summary
Defines what the user needed to accomplish in clear product language.
- 2
Experience gap
Shows exactly where the flow diverged from that user intent.
- 3
Change recommendation
Specifies the product change that prevents the issue from recurring.
- 4
Delivery output
Provides a pull request draft with context and before/after snapshots.
Support, product, and engineering can review the same artifact and close the customer feedback loop faster.
Start with one workflow, then scale across teams.
Pricing built for support, product, and engineering to fix experience gaps together.
Billing
Starter
Get started with Tier Two and see the product in action
$200/month
- Up to 10 PR-ready product changes
- User intent + experience gap analysis
- 1 product
- 1 support source and 1 product signal source
Team
Great for fast growing startups and product teams
$400/month
- Up to 100 PR-ready product changes
- Connect multiple support and product signal sources
- Before/after snapshots for every change
- Dedicated onboarding and implementation support
Enterprise
For organizations with custom requirements
Custom
- Unlimited PR-ready product changes per team
- Multi-product / multi-environment support
- Custom integrations across your product and data stack
- Detect issues and trigger investigations from Slack conversations
- Safe rollout with automated feature flagging
- Enterprise-grade security, SSO, and audit logs
Questions teams ask before adopting Tier Two.
If your question is not here, we can walk through your workflow live.
Next step
Bring 20 tickets. Leave with PR-ready product changes.
We'll analyze real issues from your product and generate changes your team can review and ship this sprint.