Blog

Practical articles about supporting the software you run: investigating tickets, answering customers and fixing problems faster.

• Reviewing AI draft replies: what to check before you approve

  A practical checklist for approving, editing or rejecting an AI support draft, and when to talk to the agent first, based on how Cerberius Agents' approval flow works.

• Stop pulling developers off product work for every ticket

  When engineers answer support tickets, most of the time goes on digging, not replying. Here is how a read-only agent can do the digging so an engineer only reviews.

• When should an AI agent hand a ticket to a human?

  A plain checklist for small software teams deciding what an AI agent drafts, what a person approves and what stays manual, using Cerberius Agents' approval-first defaults.

• How to write a help file your support chatbot can use

  A practical guide to the Markdown help file format a Cerberius Agents chatbot reads, and how to keep it accurate so answers stay right.

• Turn repeat tickets into fixes with proposed pull requests

  How an engineering lead can use the agent's proposed code fixes to turn repeat bug reports into pull requests, while the team still reviews, tests and decides when to merge.

• A 30-minute weekly review to catch wrong AI support answers

  A simple weekly routine for founders and support heads: use the Metrics page and ticket history to find weak AI answers, then fix the background and rules behind them.