Case continuity for B2B support teams
When a support case changes hands, the history usually stays behind. OneOS carries it forward, so the next person already knows what happened, what was tried, and what to do next.
Works inside Zendesk, HubSpot, Slack and Jira.
19:30Every case on the floor still carries its history.
We're early, and we only publish a customer's name or words with their written permission.
Customer quote, coming soonA support leader's own words go here once we have permission.Design-partner logos, coming soonNo logo wall until it's real.The problem
A case moves from the morning shift to the evening shift, from support to DevOps, from closed to reopened. Each time, someone rereads the thread, searches Slack, asks around, and still asks the customer to explain it again.
The new rep reads forty replies to find out where things stand.
Sam asks the customer to confirm the details again.Sam replies in the first minute.
DevOps's first message back is a list of questions support already answered.
Dev's first reply: “Can you send me the ticket?”Dev's first reply is the cause.
The answer was found in a thread three days ago. Nobody linked it to the ticket.
Rosa spends the morning searching Slack.The thread reply is already on the case.
A different rep picks it up and starts again from the customer's first email.
The customer hears the same first suggestion twice.Rosa starts from the last attempt.
How it works
OneOS gathers what's known about a case before anyone opens it, from the ticket's own history, past cases, Slack, Jira, GitHub and your monitoring, and keeps adding to it as the case moves.
Priya has been on this case all afternoon. While she worked, OneOS recorded what she tried and what DevOps said, and linked each to its source.
Gathered from the ticket, #ops-triage and ENG-104.The smaller range worked, but we need the whole quarter for the board pack.
Escalated to #ops-triage. Dev thinks it's the export job limit.
The case is reassigned to Sam on the evening shift. Nothing lives only in Priya's head, and nobody writes a handover document.
The green edge is the case's history. It moves with the case.Sam sees where the case stands, what was tried, what was ruled out and the next step, in the help desk sidebar he already has open.
Every line links to the reply or message it came from.Sam's first message picks up exactly where Priya left off. Hannah doesn't have to explain anything again.
Fictional case. Real product behaviour.The same thing happens when a case goes to DevOps and comes back, and when it reopens two weeks later. See how it works in the product
One case, three tools
Support needs to know what to tell the customer. DevOps needs to know what was ruled out. Engineering needs to know where to look. Nobody opens a new app to get it.
Our order sync relies on your webhooks. Since Monday some arrive 20 minutes late, and this morning we missed a batch. Nothing changed on our side.
Hi Marta, thanks for the detail. This lines up with a delivery delay our team is already working on…
Cause is Monday's worker config: concurrency dropped to 2. Reverting now, backlog clears in about an hour.
No help-desk seat. No “can you send me the ticket?”
OneOS doesn't guess. Each thing it shows links to the reply, message, issue or log it came from, and a section with nothing behind it stays empty.
Two weeks later, a different rep picks it up and sees what was tried, why it was closed and what wasn't fixed.
I can see we regenerated the invoice last time, so let's go straight to the discount lines on your euro account.
What was tried, from case #5107.
When nothing supports a section, it stays empty instead of inventing something.
Support gets the summary. DevOps and engineers see the detail their role allows.
Nothing to prompt and nothing that talks back. Your team gets the case laid out in sections.
Integrations
OneOS reads from the places a case's history is scattered, and shows it back inside the tools your people already work in. Pick a tool to see which part of the case it fills in.
An admin connects each tool once, for the whole workspace. Reps don't connect anything.
All integrations and their statusSecurity
Sign-in through your identity provider. Access granted and removed with it. Each customer's data kept separate, and closed off by default.
Admins sign in through your identity provider. Okta is live today. Support reps never sign in to OneOS at all: it runs inside the help desk under its own sign-in.
No. There is no chat box and nothing to prompt. OneOS shows structured sections: what happened, what was tried, what is open, the next step. Every line links to the record it came from.
No. OneOS appears inside the Zendesk or HubSpot ticket your reps already have open. Only admins sign in, to the admin console, through your identity provider.
Reps see a masked view: they learn a fix is in progress without seeing private code or raw logs. DevOps and engineers see the technical detail their role allows. You assign roles; your identity provider can drive them.
No. DevOps works from Slack and Jira. Their replies in the escalation thread are recorded back onto the case.
The editor extension and an MCP server for coding agents are planned, not shipped. Today engineers get the case through Jira and Slack.
Per workspace, with seats for the people who use it. Early customers are set up directly with us, so the walkthrough is where we talk about it.
Book a walkthrough
We don't have a logo wall yet, so we'll show you instead: bring a case that went badly, and we'll walk through what your team would have seen.