The world of assisted technical support is filled with scripts that support engineers need to follow in order to effectively (or not) resolve a problem. The typical support incident starts out with a number of basic questions that can extend through several exchanges and various hours, before the problem is escalated. Sometimes these issues go unresolved for days and months at a time without a resolution. In the process, your organization incurs in hundreds of hours of internal resources’ time chasing a problem that many times has its roots in a code bug.