Support Incident Spike Watch
IncidentWatch + IncidentSweep: catch support-ticket spikes early, then close the incident backlog in one approved batch
What it does
SpaceXSI support built two Grok Bot teammates for product incidents. Every five minutes, IncidentWatch reviews the previous 15 minutes of tickets for spikes around the same problem. When a spike doesn't match a known incident, it alerts the on-call support engineer with the issue, the ticket count and examples, and holds the matching tickets. Once the incident is resolved, IncidentSweep takes the engineer's include and exclude rules and exact message. It finds the matching tickets and sets aside any it can't confidently connect. Before sending anything, it shows the engineer the proposed batch. On Sept 18 it cleared 204 tickets in about 10 minutes, with one engineer approving the batch.
- Who it's for
- Customer Success / AM
- GTM motion
- Customer expansion
- Building blocks
- Routines (schedule), Multi-bot teammates/channels, Connectors/MCP, Drafted sends (human approves)
- Complexity
- Advanced
Setup + template
🔒 Prerequisites, trigger, step-by-step setup.
More Support use cases
Support Ticket Triage
Ticket Triage Specialist (official): watch the support queue on a cadence, drafts replies only, quiet when clean
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From: SpaceXAI official gallery template (Ticket Triage Specialist)
Repo Technical Answer Bot
Technical-answer bot on your repos: customer-ready answers via cloud agents, send on approval
An expert bot attached to the product repos answers customer technical questions during or after a call by launching cloud agents in the codebase, then phrases a customer-ready answer (steered never to release IP); the reply email is drafted and sent only on approval. Sales version also pulls outcomes from other accounts, formatted paste-ready for Slack.
From: Amrita (Sherlock) and Krista (Engineer bot), xAI GTM sessions (session notes by unicodef1wn)