Bringing machine support requests into a tracked workflow

Project Overview

Accelerant's support team needed to connect customer conversations with the history of installed equipment. Requests arrived through Slack, email, and internal tools, making it difficult to assemble the information needed to investigate an issue.

We built an administration portal for customer and machine records and a Slack application for guided issue reporting. The support workflow connected these requests to Redmine tickets. Documentation and previous issues supported AI-assisted troubleshooting suggestions.

The resulting system brought machine history, issue reporting, and ticket ownership into a connected process. Its value was the availability of context for support staff and a tracked route from an initial conversation to follow-up work.