Find the root cause. Stop the recurrence.
Go beyond fixing symptoms. SupportEngine's problem management connects recurring incidents, guides root cause analysis, and documents workarounds that the whole team can use.
Core capabilities
Everything you need, fully integrated.
Root cause analysis
Structured RCA workflows with investigation notes, contributing factors, and evidence linking.
Known error database
Document known errors with workarounds so agents can resolve related incidents faster.
Incident linkage
Link multiple related incidents to a single problem record for unified tracking.
Workaround documentation
Publish workarounds to the knowledge base so users and agents can self-resolve while a permanent fix is in progress.
Problem timeline
Full audit trail of investigation activities, updates, and resolution steps.
Knowledge generation
Convert a resolved problem into a knowledge article in one step.
Common questions
How do incidents relate to problems?
Multiple incidents can be linked to a single problem record. When the problem is resolved, all linked incidents can be automatically updated.
What is a known error?
A known error is a problem with a documented workaround, even if the root cause hasn't been permanently fixed yet.
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