Answer developer questions without derailing the on-call engineer

Zero fields incoming developer support questions, checks existing issues and PRs for duplicates, and either answers directly from docs or files a properly scoped issue for the team.

Zero connects:

Why developer support questions eat the on-call engineer's day

Every dev-facing company has a steady drip of 'why does this fail?' questions hitting Slack, email, and GitHub. Half are duplicates of existing issues, a quarter are documented, the rest are real bugs, but sorting them costs your on-call engineer an hour every morning. Zero reads each incoming question, searches your issues, PRs, and docs, and either answers directly with a link or files a clean, reproducible ticket. The on-call engineer wakes up to a curated queue instead of an inbox.

How to ask Zero to handle a support question

@Zero triage this support question. Search our issues and PRs for duplicates, check the docs, and either answer here with a link or file a properly scoped issue and tag @oncall.

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How Zero triages developer questions

Zero searches your known-issues library first

Zero queries your GitHub issues, PRs, and linked docs for matches. Duplicates and documented solutions get answered inline with a citation, so the user gets unstuck immediately.

Zero files a properly scoped issue when the question is new

If no match, Zero drafts a GitHub issue with the user's reproduction, expected vs. actual behavior, environment details, and any error traces. It tags the right component owner and posts the issue link back to the thread.

Zero follows up on resolution

When the issue closes, Zero pings the original asker with the fix link. If the user's email was captured, Zero can close the loop there too.

Route to a specialist, file a ticket, or auto-close duplicates

Escalate to a specialist

Route questions on specific components to the right on-call.

@Zero if a support question mentions `billing`, escalate to #oncall-billing instead of the default queue.

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Auto-close duplicates on GitHub

Have Zero close GitHub issues it identifies as duplicates, with a link to the canonical.

@Zero when you find a duplicate GitHub issue, comment with the canonical link and close it.

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Make it routine

Run a hourly sweep of the support channel.

@Zero every hour during work hours, scan #dev-support for unanswered messages and triage them.

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Required integrations: GitHub, Slack, and Gmail

GitHub

GitHub. Zero searches issues, PRs, and linked docs for duplicates and context. Issue write access is required so Zero can file new tickets and close duplicates.

Required

Slack

Slack. Zero reads the support channel, posts answers, and tags specialists. Channel read and write access required.

Required

Gmail

Gmail. Optional. Only needed if support questions also arrive by email and you want Zero to close the loop when issues resolve.

Optional

Best practices for developer support triage

●Tune the duplicate-matching threshold per component. A billing question needs a very close match before auto-closing; an auth question can match looser.

●Always have Zero cite its source. 'From issue #2104' is trustworthy; 'I think this is because...' is not.

●Route by label, not by channel. Tag incoming questions with a component label, then filter escalations by label for clean handoffs.