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What your team sees when they open a case.

OneOS turns everything known about a case into a few clear sections, inside the ticket. Here is each one, and where its contents come from.

Book a walkthrough See each section

Works inside Zendesk and HubSpot. Escalations in Slack and Jira.

Support queueOvernight, nobody on shift
Open · 0
Nobody on shift
#5230 Scheduled report PDFs arrive empty
Ines M. · Quellbrook
NewNot researched yet
Nothing else overnight
Nothing else overnight
No ticket waiting. The queue is quiet.
Scheduled report PDFs arrive empty
Ines M. · QuellbrookOpened 02:14Priority: high
IM
Ines M.02:14

Our scheduled reports came through as empty PDFs overnight. We send these to our board on Wednesdays.

Assigned to Rosa · opened 09:02
Rosa09:04 · Draft
The research is done before the ticket reaches the queue. Rosa's first move is a reply, not a search.Fictional case, real product behaviour.

The sections

Six sections. Each one answers a question your rep would otherwise go and ask.

Every section is built from records your tools already hold, and names where each line came from.

01

Current state

Where the case actually stands right now, in one line, not buried at reply forty.

Comes from: the latest replies, the ticket status, linked issues and escalation threads.

02

What was tried

Each action, its outcome, and the evidence behind it. So nobody retries the fix that already failed.

Comes from: replies and internal notes on the ticket, and replies in the Slack escalation thread.

ActionOutcomeEvidence
Resent the report× Still empty
Ruled out the email client× Same empty PDF in two inboxes
Tried a 10-page report✓ Renders
Cleared the template cache, the fix from #4977× No change
Dev raised the render worker's limit✓ Raised for now; the real fix is in progress
04

Open items

What's still waiting, and on whom.

Comes from: the ticket, the escalation thread and linked issues.

05

Recommended next step

The one sensible next action, with a button to insert a reply or escalate.

Comes from: the sections above. When nothing supports a step, there is none.

Recommended next step

Tell Ines the split reports are a workaround and the fix is in progress; offer to resend any report that arrives empty.

Reply to Ines…
06

Case timeline

Who had the case, what they did, in order, across every tool.

Comes from: every tool the case passed through: help desk, Slack, Jira.

Sidebar and case view

Five seconds in the sidebar. The whole story when you need it.

The sidebar tells a rep where the case stands and what to do next while they work the queue. For a hard case, the full case view opens the timeline, everything tried, and the linked Jira issues and code changes, at full width.

Sidebar · while working the queueCase view · for the hard case
Help deskViews / Open / #5230Zendesk or HubSpot
Scheduled report PDFs arrive empty
Ines M. · QuellbrookOpened 02:14Priority: high
IM
Ines M.02:14

Our scheduled reports came through as empty PDFs overnight. We send these to our board on Wednesdays.

Assigned to Rosa · opened 09:02
RO
Rosa09:04

Hi Ines, this matches a known problem with long reports, and our engineers already have a fix in progress. So your board pack isn't held up, I've sent today's report split in two.

Escalation

Escalate once, with everything attached.

One click sends the case to your DevOps channel in Slack, or creates a Jira issue, with what support already knows and tried. Replies in that Slack thread are recorded back onto the case, so the rep sees progress without asking.

Help deskViews / Open / #5230Zendesk or HubSpot
#5230 Scheduled report PDFs arrive empty
Ines M. · QuellbrookAssigned to Rosa09:19
Your workspace
# general
# ops-triage
# incidents
# deploys
# ops-triageThreadSlack
Press Escalate in the sidebar. Nothing has been sent yet.
O
OneOSEscalated by Rosa · 09:20
#5230 Scheduled report PDFs arrive empty
Reported
Scheduled reports arrive as empty PDFs since overnight
Already tried
Resent; a smaller report renders; template cache cleared, no change
Ruled out
Email client (two inboxes)
Alerts in window
Render worker memory alert, 02:11
Related
ENG-131 PDF render fails over 40 pages
Fetch more contextOpen in Jira
DV
Dev09:41

Render worker hits its memory limit on long reports. I've raised it for now; the real fix is in progress.

Recorded on case #5230. Rosa sees it in the help desk.
See a full escalation on the DevOps page

Reopened cases

A reopened case starts where the last attempt ended.

When a customer reopens a case, the rep who picks it up sees what happened last time: what was tried, why it was closed, and what wasn't actually fixed.

Drag to two weeks later.

#5230Scheduled report PDFs arrive emptyClosedReopenedSAAssigned to Sam

Closed by Rosa · Ines confirmed the split reports arrive

The history stays on the case.

Last attempt
Render memory limit raised; reports sent split in two
Why it closed
Ines confirmed the reports arrived
Not fixed
Reports over 40 pages still fail until the engineering fix ships
Still open
ENG-131 · In review · Restricted

No new messages

Ines M.14 days later

The monthly one is empty again.

Samfirst reply
I can see we raised the render limit and split your reports last time. The monthly one is longer, so I've added it to the engineering fix and sent it to you in three parts for now.

How support teams use this

Traceable by design

No guesses. No chat. A source for every line.

Each item in OneOS links to the record it came from. Where there's no evidence, a section stays empty. There is no chat box, by design: your team gets answers laid out, not a conversation to manage.

Take a record away and see what OneOS shows without it.

Ticket #5230 · Ines · 02:14Our scheduled reports came through as empty PDFs overnight.
Removed
Ticket #4977 · closed last monthWeekly report PDF blank. Fixed by clearing the template cache.
Removed
#ops-triage · Dev · last ThursdayRender worker is running out of memory on long reports.
Removed
Jira · ENG-131In progress
Restricted
Removed
Monitoring · 02:11Render worker memory alert
Restricted
Removed

There is no chat box, by design. Nothing here takes a prompt.

Views by role

The right detail for the right person.

Support reps see a masked view: they know 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.

Admin consoleRoles
Groups from your identity provider
No changes yet.
Pick a person to move them to another group.
Support repin Zendesk or HubSpot
DevOpsin Slack
Engineerin Jira
What to tell the customer
Known issue with long reports. Send them split for now.
Known issue with long reports. Send them split for now.
Known issue with long reports. Send them split for now.
Related bug
ENG-131 · In progress · Restricted
ENG-131 PDF render fails over 40 pages · In progress · Wen
ENG-131 PDF render fails over 40 pages · In progress · WenAssigned to you
Logs around 02:11
Technical detail · Restricted
render-worker out of memory, 02:11 to 02:13 · Google Cloud logs
render-worker out of memory, 02:11 to 02:13 · Google Cloud logs
Code change
A fix is in progress.
c41e7a2 cap render memory (#318) · GitHub
c41e7a2 cap render memory (#318) · GitHubrender/pdf/paginate.ts
Private-channel message
Restricted
#render-oncall: “Quellbrook's monthly report is 52 pages.”
#render-oncall: “Quellbrook's monthly report is 52 pages.”

Book a walkthrough

See it on a case like yours.

Bring a case that changed hands badly, and we'll show you what each person would have seen.

First design-partner quote goes here, with their permission.
The case you'd bring
Walk us through a reopened case Or write to hello@onebudd.com
Support teams Shift changes, reassignments and reopens stop being restarts.DevOps Escalations arrive in Slack with the history. No help-desk seat.Engineering Cases that arrive ready to diagnose, in Jira and Slack.