Less chasing.Better escalations.Your team in control.
We help B2B SaaS support teams prepare technical escalations, organise the context engineering needs and draft customer updates. Start with one recurring handoff problem. Your team reviews every proposed action in its existing tools.
Scripted walkthrough using synthetic tickets and illustrative metrics — not a live integration or customer result.
Start narrow. Prove it works. Then expand.
We begin with one recurring technical-support handoff and agree on measurable criteria before implementing a narrow improvement.
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Choose one recurring handoff
Integration errors, webhook incidents or engineering escalations. We review a small, approved sample and agree what a useful handoff looks like.
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Prepare an engineering-ready case
We organise issue context, troubleshooting steps and supporting references, and prepare a proposed escalation or customer update.
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Your team reviews and decides
Support and engineering owners review, edit or reject each proposed handoff. We measure review effort and document what should be improved next.
A fixed-scope pilot with a clear outcome
Founding-customer pilot: proposed fixed price of $299 for one narrowly defined workflow, subject to written scope. Target delivery is seven working days after inputs and access are agreed. No ongoing contract required.
- Baseline and scope for one technical support handoff
- A small working improvement or reviewed prototype using agreed sample data
- Human approval before customer-facing actions
- A before-and-after assessment of manual steps and review effort
- Handover and a decision on whether to continue, expand or stop
Synthetic sample report — not actual customer performance results.
More useful than a tool, less disruptive than outsourcing
Most teams weigh three options for repetitive tickets. Here's how they compare.
| Buying an AI tool | MitraLabs | Outsourcing support | |
|---|---|---|---|
| Getting started | Your team configures, tunes and maintains it | We scope one category and set it up with you | Hand over the queue and onboard an outside team |
| Who sends replies | A bot, unless you build the review steps yourself | Your agents, after reviewing a prepared draft | People outside your company |
| Change on day one | A new tool to roll out and learn | None. Same help desk, same process | New process, new access, new handoffs |
| What you learn | Dashboards you interpret on your own | A weekly report on what repeats and what still needs human judgment | Whatever the vendor chooses to share |
We know support data is sensitive
We keep the pilot narrow, work with the minimum access needed and stay transparent about how information is handled.
Minimum access
Access is limited to what the chosen ticket category needs.
Scope in writing
One narrow category, agreed in writing before we start.
Data deleted after
Retention and deletion terms are agreed in writing before customer data is shared.
Your team has the last word
Nothing reaches a customer without your agent sending it.
Common questions
Do you replace our support team?
No. No. We help organise escalation context and prepare customer updates for human review. Your support and engineering teams retain ownership of decisions and communications.
Do we need to change our help desk?
No. The pilot is scoped around your existing helpdesk and engineering process. Any integrations, permissions and data access are agreed before implementation.
Do you automate every ticket type?
No. No. We start with one agreed handoff problem and only expand after reviewing quality and measurable results.
What happens after the pilot?
We review the agreed deliverables and success measures together. You decide whether to continue, expand or stop; there is no automatic subscription.
You'll work directly with Harshal Shinde, founder
AI engineer with 6+ years in machine learning and generative AI. I set up and run every MitraLabs pilot personally, so you always talk to the person doing the work.
Could this work for your support team?
In 15 minutes, we can assess one recurring technical support handoff and decide whether a small paid pilot is appropriate. No sensitive ticket data is needed for the intro.