FOR SUPPORT & CS LEADERS
Know what your team needs before they ask.
Stop solving the same ticket twice.
Your team already solved it. The hard part is remembering where.
Prescia learns the fixes buried in your team's solved threads, then posts a sourced internal note on each new ticket with the likely fix, an honest confidence level, and why it matched. When it isn't sure, it stays quiet.
WORKS WITH YOUR CHAT + HELPDESK · NOTES IN SECONDS · NOTHING AUTO-PUBLISHES
⚡ LIKELY FIX · HIGH CONFIDENCE
Likely fix: expired SSO certificate on Acme Admin 5.1
- Open Admin → Security → SSO and check the certificate expiry.
- Upload the renewed IdP certificate and re-test sign-in.
Why it matched
- Product: Acme Admin
- Version 5.1
- Error AUTH-219
- Confirmed ✅ by expert
SOURCE · #support-eng · @dana · MAR 12
“Expired IdP cert. Upload the renewed one under Security → SSO, then re-test.” Ticket #3907
EXAMPLE DATA · FICTIONAL COMPANY ACME CLOUD
The problem
Your best answers are buried in old threads
Someone already solved this issue. The fix lives in a thread from months ago, a reply from an engineer, or an article nobody updated. So support reps re-ask, escalate, and wait, and the customer waits with them.
Tribal knowledge
Fixes are scattered across channels and DMs, known only to whoever was around that day.
Repeat escalations
The same questions land on the same experts, pulling them away from new problems.
Drifting docs
Help articles fall out of date, duplicate each other, or miss issues entirely.
How it works
From buried thread to answered ticket.
- 01
Connect
Add Prescia to your team chat and helpdesk, and choose exactly which channels it may read. About a minute.
- 02
Learn
It reads past threads in those channels and keeps only clearly solved ones as short “known fixes” that link back to the source.
- 03
Watch
It listens to your #new-tickets channel for each new ticket as it arrives.
- 04
Match
It compares the ticket with known fixes on meaning and specifics: product, version, error code, environment.
- 05
Suggest
In about 5 to 15 seconds it posts an internal note on the ticket with the likely fix, a confidence level, why it matched, and sources.
- 06
Improve
👍 and 👎 from your team adjust rankings, and newly solved threads become new known fixes.
PLUGS INTO THE TOOLS YOUR TEAM ALREADY LIVES IN
- Slack AT LAUNCH
- Your ticketing tool AT LAUNCH
More integrations are coming. Tell us what you use when you join the waitlist.
Product names are trademarks of their respective owners. No affiliation or endorsement implied.
Built for near-misses
Looks the same. Needs a different fix. Prescia notices.
Many wrong answers come from issues that look alike on the surface. Prescia pulls out the specifics of every ticket and fix and refuses to be confident when they disagree.
Here, the symptom and error code match, but the fix uses a v4-only setting that doesn't exist on v3. The version veto fires, so Prescia recommends nothing.
New ticket
“Acme Sync stopped uploading after the update. Getting SYNC-401.”
- Acme Sync
- v3.8
- SYNC-401
Closest known fix
“Sign out of the Acme Sync app, sign back in, then reconnect.” ✅ confirmed
- Acme Sync
- v4.2
- SYNC-401
Veto · version mismatch Capped at Low → Prescia stays silent.
If near-miss notes are turned on: “Similar issue, but versions differ (v3.8 vs v4.2). Check the app version and sign-in before applying anything.”
Confidence engine
A score you can explain, not a guess from a chatbot
Every possible match is scored on seven measurable signals and combined into one calibrated score. Vetoes cap it whenever something important disagrees.
- Meaning matchHow closely the ticket and the fix describe the same problem.
- Specifics agreeProduct, version, error code and environment line up.
- Source qualityClearly solved: ✅, “that fixed it”, a resolved ticket, an expert reply.
- FreshnessRecent fixes win; outdated or contradicted ones lose.
- Track recordHow this fix has been rated by your team before.
- Clear winnerIt leads the runner-up match by a safe margin.
- AI checkA final model review, weighted so it can't override the facts.
Recommends the fix, with steps and sources.
Diagnostic checks only. No direct fix steps.
Stays silent. No guessing in front of your team.
Vetoes and caps
- Product, major version, error or integration conflict → never above Low
- No source link, retired, or contradicted fix → never above Low
- Missing details, stale fix, or a too-close runner-up → never above Medium
- Risky actions (e.g. deleting data) → never High
High is reserved for matches backed by a confirmed fix.
Knowledge base cleanup
Your help center, organized and kept current
Prescia uses the same engine to look after your help center. It suggests the change; the article owner decides.
- Finds duplicates, conflicting articles, and stale pages
- Spots gaps where tickets keep asking about something undocumented
- Drafts new articles for those gaps, with sources, as unpublished drafts
- Routes findings to article owners, with a fallback lead for unowned pages
- Suggested updates to existing articles Later
+ If uploads stop with SYNC-401 after updating to v4, sign out of the Acme Sync app, sign back in, then reconnect.
Why: 6 solved threads since the v4.0 release · sources
EXAMPLE DATA · NEVER AUTO-PUBLISHES
Trust and security
Designed to earn your team's trust
Only the channels you choose
Prescia reads the chat channels you select and nothing else.
Never trains AI models on your data
Your conversations and tickets are not used to train AI models.
Every note links its source
No source, no note. Your team can always check the original thread.
Nothing auto-publishes
Notes are internal, and KB changes wait for a human to approve them.
See what your team already knows.
We're onboarding a small number of support and CS teams. Join the waitlist and we'll be in touch.