# Separate bug, usage, billing and customer urgency

Support gets calmer and real urgencies escalate faster.

- **Page** : https://bruno.incwo.com/en/use-cases/qualifier-tickets-support-saas
- **Secteurs** : B2B SaaS
- **Fonctions** : Customer success, Ops, Delivery

## The situation
In a small SaaS, tickets arrive by email, chat and phone with very different urgencies.

## What you want
I want to prioritize without interrupting developers for every request.

## A plain AI chat
An AI chat explains a support reply, but does not know subscription, history and customer impact.

## With Bruno
Bruno qualifies the ticket, retrieves customer context and prepares response or escalation.

## Agents involved
- Support agent
- Customer context agent
- Documentation agent

## Deliverables
- Qualified ticket
- Customer history
- Prepared reply
- Technical note

## Gains
- Less improvised support in emails
- IT customers tracked without heavy tooling