Code-aware escalation resolution for SaaS support — helping L1 teams answer complex product questions without waiting on L2 or engineering.
Questions that need product, configuration and code context climb tier after tier — and interrupt engineering.
Averas reasons over your code and config and hands L1 a policy-safe answer — no escalation, no raw code exposed.
The problem
Help centers, chatbots and agent assist already handle the simple questions. The expensive tickets need product, configuration and source-code context that documentation doesn't contain — so they keep escalating past L1.
Every escalation multiplies what a simple answer should have cost.
Tickets bounce across teams while customer experience suffers.
Engineers get pulled off building product to answer support tickets.
The escalation tax
These are the customer-specific, product-specific questions documentation can't answer — and each one gets more expensive every time it escalates beyond L1.
Why did this workflow fail for this customer?
Why is this integration behaving differently?
Why does this user see different permissions?
Why did this API call succeed yesterday but fail today?
The Averas approach
Averas reasons over the same sources of truth your engineers use, then hands support a policy-safe answer. Code-aware reasoning, support-ready answers.
Sample workflow
We tested it on a well known technology company, using only public data. Two bots, the same support question:
Tells you what usually goes wrong.
All 5 documented causes, plus 8 that live in code behavior:
Tells you everything that could go wrong — in detail.
The 8 extra causes are failures that live in code behavior, not docs. These are the tickets that get escalated to engineering — and engineering tickets cost 5–20× a standard support ticket.
Docs-only AI handles the easy half. Code-aware AI handles the half that's actually expensive.
Security first
Security isn't a setting — it's part of the product. Averas reasons over your code, but support agents only ever see a policy-safe answer.
Fully managed by Averas.
Your infrastructure, your control.
Proof & ROI
Don't take our word for it. Start with a free Escalation Assessment: send us your hardest recently escalated tickets and we'll show you — on your own product — which ones Averas could have resolved at L1, the evidence behind each answer, and the engineering time it would have saved.
10–25 recently escalated support tickets, your documentation, and optional read-only code access.
A resolution analysis, the evidence found, L1-ready answers, and estimated engineering time and cost saved.
A 30-minute readout with your Head of Support and CTO/VP Engineering, showing how many escalations you could have avoided.
What we measure
No production access required. Read-only and scoped — your team sees the answer, not the raw code.
Resolve complex technical questions before they ever reach engineering.
Your existing AI solves more tickets — without replacing your support stack.
Answers in seconds instead of days waiting on engineering.
Engineers build product instead of answering tickets.
Based on industry standards and proprietary Averas data
Why Averas
| Alternative | Limitation |
|---|---|
| Chatbots | Depend on known KB answers |
| Agent assist | Limited product reasoning |
| Developer AI tools | Built for engineers, not support |
| More L2 engineers | Expensive and not scalable |
| Averas | Resolves product-specific escalations with code-aware reasoning |
Averas isn't a replacement for your support platform or AI assistant. We complement them. Zendesk AI, Intercom Fin, Salesforce, and others handle the straightforward questions. Averas resolves the product-specific escalations they can't.
If your support team regularly escalates tickets to engineering, Averas can help.
See Averas resolve engineering escalations on your codebase before rolling it out across your support organization.
Prove value on real tickets
$0
For support teams looking to reduce engineering escalations
Per seat + usage
For mission-critical support operations
Custom pricing
Our Team
Combined leadership from
Combined experience in AI & Emerging Technology, especially in customer support in regulated industries like finance and healthcare as well as SaaS companies.
Client Case Study
Using Averas, the team improved deflection rates and time to resolution 30% in just 12 weeks.
“Averas has been great for us at ShipHero”
— CEO, ShipHero
“Whoever is redoing the docs at ShipHero is killing it”
— Social media post from ShipHero Customer
See it on your own product. Send us your hardest escalated tickets and we'll show you what Averas could have resolved.
Get a free Escalation AssessmentAlso from Averas
Before the hard tickets ever reach code, Averas can measure and improve the docs your AI answers from — understanding intent, scoring AI readiness, and generating targeted documentation improvements.