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For your role · L1/L2 support, helpdesk and customer success

For helpdesk: answer order questions from data

Most tickets are simple questions about one customer’s records. DataTug is building a way for support to read exactly those records, safely, and to hand an engineer the whole case when it is not simple. An engineer sets up the lookups once; you use them from the browser.

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Watercolor of a harbour help desk where a support person listens to a customer at the counter beside an open parcel log, tea and a desk bell.

A customer asks where their order is. I can see the ticket, but not the data, so I ask an engineer and we both wait.

Your day

  • Waiting for an engineer. A simple question waits in an engineer’s queue because only engineers can query production.
  • Screenshots as evidence. The engineer’s answer comes back as a screenshot pasted into the ticket, without the query behind it.
  • The same question every week. “Paid but not shipped” comes up again and again, and each time someone starts from scratch.

One task, before and after: answer “where is my order?”

Who: L1/L2 support, helpdesk and customer success

Today

3 tools2 hand-offsno shared password

  1. You, to an engineer · ChatCopy the order number into a message to an engineer.
  2. Engineer · SQL clientWait for them to find time to query production.
  3. Engineer, back to you · TicketPaste their screenshot into the reply.
  4. You, the next order · TicketDo it all again for the next order.
Today3 tools · 2 hand-offs · no shared passwordCopy the order number into a message to an engineer.Wait for them to find time to query production.Paste their screenshot into the reply.Click to see

With DataTug

1 workspace1 hand-offno shared password

Some steps are planned or in development.

  1. YouType the order number into a lookup an engineer saved for you, and read the answer.Query workspace in the web appAvailable
  2. YouSee the order’s payment and shipment next to it.Related records in the web appAvailable
  3. YouSee only what the ticket needs, through access that is in development.DataTug PerimeterIn development
  4. YouContact details stay hidden from you (planned).Meaning-driven masking on the serverPlanned
  5. You, to an engineerHand an engineer the case with the evidence already in it, when it needs one (cases are in development).Detective CasesIn development
With DataTug1 workspace · 1 hand-off · no shared passwordType the order number into a lookup an engineer saved for you, and read the answer.See the order’s payment and shipment next to it.See only what the ticket needs, through access that is in development.Click to see

Each step names the part of DataTug it relies on and that part’s status today. “Planned” and “In development” steps describe where the product is going, not what you can use now.

Solutions for you

Also useful: Data Quality & MonitoringData Understanding

Try it on sample data

The public demo project opens in the browser with sample Northwind and Chinook data. No sign-up.

Explore the demo project