Hi Intercom Support,
We're experiencing a critical issue with your AI routing assistant. Over the past 48 hours, it has been auto-closing P1 production incident tickets within 2–4 minutes of creation, before any human engineer has reviewed them. This is directly violating our Enterprise SLA obligations.
The affected tickets are:
We have a contract renewal review in 6 weeks and my leadership is asking serious questions about platform reliability. Our ops team has escalated this internally. We need a root cause explanation and a fix today.
Please treat this as an emergency escalation. This is urgent — we need this fixed today.
Hi Alex,
Thank you for reaching out. I've received your message and I can see this is a high-priority issue for your team. Let me pull up your account and look into the tickets you've mentioned — IC-48291, IC-48304, and IC-48319.
I'm routing your conversation to our Enterprise Support team now and checking the auto-routing configuration on your workspace. I'll have an update for you shortly.
Still waiting. We just got another auto-close on IC-48331. That's 4 P1 incidents now.
My on-call engineers are reporting this in real time. Every ticket they open is being closed by your bot before a human sees it. This is actively making our incident response worse. We are now in breach on 4 SLA obligations.
Please escalate this immediately to your engineering team. We need someone with admin access to stop the auto-routing rule.
Alex, I found the tickets you mentioned and I can confirm the auto-close events are logged in our system. I've flagged all four tickets for manual review and added a priority note to your account.
Our engineering on-call team has been notified. While I'm unable to modify the routing rules directly, I've created an internal escalation request referencing your workspace ID WS-PT-00491 and all four incident IDs. You should hear from a senior support engineer within 30 minutes per your Enterprise SLA. In the meantime, any new P1 tickets opened with the tag [MANUAL] in the subject will bypass auto-routing.
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Just checking — are you actually escalating this or are you going to close this ticket too?
It's been 13 minutes since your last response. We still have an active P1 (IC-48331) that is unresolved. Our SRE lead is asking me if we need to open a support ticket with our cloud provider instead.
Please confirm that a human engineer is looking at this and give me an ETA.