I put an AI agent in front of 20 years of support tickets. Here's what actually broke.
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We have a helpdesk system that's been running for more than twenty years. About a million tickets in the database. Every one of them has messages, attached fixes, billed hours. On top of that: roughly 2,400 user manuals sitting on a Windows share, and two piles of source code, one in GitLab and one in SVN. So when a developer asks "have we ever solved this before?" , the answer is almost always yes. It just lives somewhere . Maybe a ticket from 2017. Maybe a comment on a fix. Maybe one…
1Key Takeaways
- We have a helpdesk system that's been running for more than twenty years.
- About a million tickets in the database.
- Every one of them has messages, attached fixes, billed hours.
- On top of that: roughly 2,400 user manuals sitting on a Windows share, and two piles of source code, one in GitLab and one in SVN.
2AIWedia Score
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3Why it matters
Coding AI shifts how fast software ships and how much human review each change needs. DEV — AI reports that we have a helpdesk system that's been running for more than twenty years.
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