How We Turned Claude Into a Cross-System Support Investigator

At Mergify, support triage has been significantly optimized by integrating Claude Code and MCP servers, reducing the time taken for ticket investigation from 10-15 minutes to 2-5 minutes with a 75% first-pass accuracy. This system leverages a GitHub repository that acts as an investigation surface, linking various company repositories and external systems, and encapsulating workflows with slash commands. The use of Claude Code transforms the process into a parallel investigation mechanism, synthesizing data from Datadog, Sentry, PostgreSQL, and other tools to draft structured timelines and hypotheses. The approach reduces cognitive load for engineers by providing a synthesized narrative rather than requiring them to juggle multiple systems. Despite its efficiency, the system's main challenge lies in distinguishing between correlation and causation, necessitating human validation before finalizing responses. The implementation, which took around 10 hours to build, has encouraged a shift from active investigation to hypothesis validation, with future plans aiming for even more automation by generating pre-computed investigations upon ticket creation.

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