Twistters Support App
Fix it faster. Then never re-learn it.
Turn incidents into organizational memory.
Every ticket, thread and pull request becomes searchable memory — so the second outage costs a fraction of the first.
Payments API is timing out. Seen this before?
Yes — three times. Connection-pool exhaustion. Last fix: raise the ceiling, add a circuit breaker. Median recovery 41 min.
JIRA-4821 #war-room-checkout PR #1174 runbook-v3
Who should I page?
Ana R. owns the payments service and closed two of the three. Escalation route L2 → Platform, not L3 → Core.
on-call-rota service-catalog
Answers come with sources. You verify in one click.
14modules across 4 intelligence domains
7steps from resolved ticket to published runbook
8+native connectors, read-only by default
90days from pilot start to a measured KPI
The problem
Operational amnesia
Incidents close. The reasoning evaporates. Downtime bills by the hour.
The undocumented fix
Solved at 2 a.m. in a Slack thread. Ticket closed “resolved.” Six months later, nobody can find it.
The departing expert
“Ask Ana, she knows payments.” When Ana leaves, you lose a decade of judgment.
The escalation that bounces
L1 sends it up without the data L3 needs. It comes back. The SLA clock never stopped.
The solution
Context, not keywords
A search tool finds documents. This finds answers.
01
Connect
Jira, Confluence, Teams, Slack, GitHub, SharePoint. No ETL project, no parallel warehouse.
02
Understand
Escalation routes, service ownership, SLA tiers, business priority.
03
Remember
Every resolution captured and structured, so the next occurrence is cheap.
- Jira
- Confluence
- Microsoft Teams
- Slack
- GitHub
- SharePoint
- ServiceNow
Signature workflow
A closed ticket writes its own runbook
Seven steps. One human check. Zero blank-page documentation.
Analyze the ticket
Core issue, affected services, severity, metadata.
Scan the conversations
The Teams and Slack threads where the real decisions happened.
Evaluate the resolution
Commits, config changes and rollbacks that actually fixed it.
Generate the postmortem
Timeline, root cause, impact, resolution, follow-ups.
Create the article
Formatted to your Confluence or SharePoint standard — not a raw AI dump.
Route for approval
An expert signs off before anything publishes.
Human in the loopPublish to the knowledge base
Indexed and retrievable by the next person who needs it.
Step 6 is not removable
Unreviewed AI documentation is worse than none — it teaches the next engineer something false, confidently. A human signs off. Always.
What the upside looks like when this works
Klarna’s AI assistant cut resolution time from 11 minutes to under 2, and repeat inquiries by 25% (Klarna, 2024). The company later re-hired some human agents — which is exactly why we keep a person in step 6.
The platform
4 domains. 14 modules. Start with one.
Turn on the domain where the pain is loudest. Expand from there.
Knowledge Intelligence
5 modules- Enterprise RAGSemantic search across Jira, Confluence, SharePoint.
- Teams / Slack IntelligenceChat threads become documented decisions.
- Auto-Documentation EngineRunbooks and postmortems from closed tickets.
- Knowledge Gap DetectionFinds incidents with no documentation behind them.
- Knowledge AcquisitionCaptures what departing experts know.
Support Intelligence
4 modules- Ticket AnalyzerClassifies, correlates, kills duplicates.
- Smart Escalation AssistantNo L1→L3 handoff leaves without its data.
- On-Call IntelligenceFinds the real expert and the shortest route.
- Incident IntelligenceTimelines, root cause, executive summary.
Operations Intelligence
3 modules- Executive DashboardLive MTTR and SLA trends for leadership.
- Change Risk AnalyzerFlags risky PRs from past incident patterns.
- AI Operations AdvisorSays what to automate next, and why.
Customer Intelligence
2 modules- Priority Intelligence EngineRe-prices priority using real business context.
- Customer Health & SLAChurn signals and sentiment, before the escalation call.
Twistters Support App — The Operational Intelligence Layer
Integrations feed the core. The core powers four domains. Modules switch on per phase.
Rollout
You don’t buy 14 modules on day one
Each phase ships something usable. Nothing waits on a big bang.
0–6 months
Foundations
Enterprise RAG, Ticket Analyzer, Teams/Slack Intelligence.
6–12 months
Automation
Incident Intelligence, Auto-Documentation, Executive Dashboard, Smart Escalation.
12–24 months
Prevention
Knowledge Gap Detection, On-Call Intelligence, Priority Intelligence, Customer Health.
24+ months
Advisory
Change Risk Analyzer, AI Operations Advisor, Knowledge Acquisition.
How we get measured
Every module ships against a number
We don’t sell “AI transformation.” Pick a metric. Watch it move.
MTTR
Mean time to resolution — the metric leadership already tracks.
Duplicate tickets
Correlation and detection stop the same issue being worked twice.
Article reuse
Proof the documentation is worth writing in the first place.
Escalation quality
Complete handoffs, and less time spent finding the right expert.
See the primary KPI for all 14 modules
| Module | Domain | Primary KPI |
|---|---|---|
| Enterprise RAG | Knowledge | MTTR · time-to-find |
| Teams / Slack Intelligence | Knowledge | Investigation time |
| Auto-Documentation | Knowledge | Article reuse rate |
| Knowledge Gap Detection | Knowledge | Incidents without documentation |
| Knowledge Acquisition | Knowledge | Onboarding time |
| Ticket Analyzer | Support | Duplicate ticket volume |
| Smart Escalation | Support | Escalation quality score |
| On-Call Intelligence | Support | Time to reach the right expert |
| Incident Intelligence | Support | Repeated incidents |
| Executive Dashboard | Operations | MTTR · SLA compliance |
| Change Risk Analyzer | Operations | Post-release incidents |
| AI Operations Advisor | Operations | Improvement backlog throughput |
| Priority Intelligence | Customer | SLA breaches |
| Customer Health & SLA | Customer | Customer health score |
A pilot commits to one of these, agreed in writing before we start.
Pricing
By organization, not by seat
Per-seat AI pricing punishes you for growing. Ours doesn’t.
Starter
$1,500–$2,500 / month
200–500 employees
- Enterprise RAG
- Ticket Analyzer
- Executive Dashboard
Professional Most common
$4,000–$8,000 / month
500–1,500 employees
- Everything in Starter
- Teams / Slack Intelligence
- Incident Intelligence
- Smart Escalation Assistant
Enterprise
$10,000–$25,000 / month
1,500–5,000 employees
- All 14 modules
- All four domains
- Custom connectors & workflows
Start here: 90-day pilot — $1,500–$3,000/month
One workflow, one KPI, fixed end date. You keep every document we generate, whether or not you continue. We’d rather lose a deal in 90 days than win one that produces nothing.
Straight talk
Where we win — and where we don’t
Buy Twistters when
Your context spans tools
- Incidents live in Jira, but the answers live in Slack and GitHub
- Escalation routes, SLAs and ownership matter to the answer
- Per-seat AI pricing has stopped making sense
Don’t buy us when
One vendor already has it
- All your content is Atlassian — Rovo ships free with paid Cloud
- You run everything in ServiceNow — Moveworks is deeper there
- You want generic document search, not operational memory
Full competitive picture, with sources
| Player | Market signal | Where Twistters differs |
|---|---|---|
| Glean | ~$300M revenue, $7.2B valuation | Horizontal enterprise search — thin on incident, escalation and SLA context |
| Moveworks | Acquired by ServiceNow, $2.85B | Strongest inside the ServiceNow stack; we are stack-neutral |
| Microsoft Copilot | 20M+ paid seats at ~$30/seat | No operational memory of how incidents were resolved; per-seat economics |
| Atlassian Rovo | Bundled free with paid Cloud | The real pressure. Free and good at Atlassian content; we have to earn our price on cross-tool context |
| Twistters Support | Practitioner-built, org-priced | Escalation routes, SLAs and memory across every tool — the context no single vendor owns |
Glean, TechCrunch 2026 · ServiceNow / Moveworks · Microsoft Copilot, 2026 · Atlassian Rovo pricing
Twistters Support
Pick the number you want to move.
MTTR. Duplicate tickets. Escalation quality. Onboarding time. Name the one your leadership asks about, and we’ll scope 90 days around it.