Turn every troubleshooting call into a shareable resolution plan.
PrismaCue captures the support call as it happens and builds the issue journey — symptoms, diagnosis, resolution plan — live on the canvas. Share it with the customer before the call ends, export the structured resolution plan, and hand it off straight into your ticketing system.
Great call. Ticket that doesn't reflect what was said.
Support engineers run the conversation, capture notes by hand, and then re-key everything into the ticket — losing detail at every step. The structured issue journey that lived in the call never quite makes it to the record.
Context lost mid-call
Support engineers type notes while the customer is still talking. Symptoms get paraphrased, steps get skipped, and the exact error messages the customer quoted rarely make it into the record intact.
Re-keying everything twice
Once the call ends, everything captured by hand gets typed again into the ticket — a second pass that takes time, introduces drift, and delays the customer waiting on the other side.
Nothing builds the issue journey
Your call tool records. Your ticketing system stores. Neither one assembles the structured path from symptom to resolution — grounded in what the customer actually said on the call.
PrismaCue closes the gap: the issue journey assembles as the conversation happens, not after it ends.
Context flows in. An issue journey assembles live. Share it before the call ends.
PrismaCue pulls in context from your live call, notes, docs, and Salesforce. As you work through the issue with the customer, the canvas builds the journey — symptoms, diagnosis, resolution plan — in real time. Every card shows where it came from.
Capture the support call
Context flows in from your live call, voice notes, pasted repro steps, your knowledge base, and Salesforce — everything speaker-attributed and timestamped.
Issue journey assembles live
The canvas builds the path from symptom to diagnosis to resolution plan, card by card, as the call unfolds — not reconstructed from memory afterward.
Every card shows its source
Each item carries one of three fact-states: Said — reported by the customer on the call, Sourced — grounded against your runbooks or docs, AI-suggested — marked dashed so you decide what ships.
Share and hand off
Share the resolution plan with the customer while the call is live, export the complete, structured journey, and hand it off straight into your ticketing system.
"After we flipped to SSO last Tuesday, about half our users get a 401 on the redirect — error code ORG_SESSION_INVALID."
"Only happens on Chrome; Safari users are fine."
ORG_SESSION_INVALID on SSO redirect: known to stem from SameSite=Lax cookie policy on Chrome 118+ — see runbook KB-2041.
"Our IdP is Okta; we haven't changed the callback URL."
Set SameSite=None; Secure on session cookie — per KB-2041 resolution path.
"We can push a config change today if you send the exact setting — we just need a step-by-step."
Send customer the KB-2041 step-by-step config guide with their specific cookie key values.
Schedule a 15-min follow-up to confirm fix landed before closing ticket.
Three moments where the canvas changes the outcome.
Support teams run the same kinds of conversations every day. PrismaCue makes each one immediately structured — not eventually documented.
Live troubleshooting call
The customer describes three symptoms across a fifteen-minute call. The canvas captures each one as it's spoken — tagged Said — and assembles a live issue journey in real time. By the time the engineer proposes a fix, the symptoms, reproduction steps, and environment details are already structured on the canvas. The engineer shares the resolution plan with the customer before hanging up, then exports the complete journey, ready to attach to the ticket.
Escalation handoff
When a ticket escalates from tier-one to tier-two, the receiving engineer inherits the full canvas — every symptom Said by the customer, every diagnosis step Sourced against your runbooks, every attempted fix in sequence. No re-interview needed. The new engineer picks up exactly where the last one stopped, without losing the thread of what was actually said.
Recurring issue pattern
The same symptom appears again from a different customer. This time, Sourced cards ground the diagnosis against your known-issue docs and prior resolutions automatically. AI-suggested steps toward a fix are clearly marked with a dashed border — visible as suggestions, not conclusions. The engineer confirms, dismisses, or adapts each one before it reaches the customer-facing resolution plan.
See the resolution plan build itself on a real support call.
We run our own calls on PrismaCue. Request a demo and you'll see the canvas assembling in real time — symptoms, diagnosis, and resolution plan captured live, ready to share with the customer before the call ends.
Every card in the demo is labelled: Said, Sourced, or AI-suggested — so you know exactly what to trust.