About — Building a smarter support culture

Why TroubleTrace exists

Every support ticket is a learning opportunity. The problem is that most of them disappear — closed, archived, forgotten — taking the knowledge discovered along the way with them. The next time the same issue surfaces, it starts from scratch.

TroubleTrace was built to change that. It gives tech support agents a simple, fast way to capture the most interesting, unusual, or instructive tickets they handle every day and turn them into a searchable, reusable knowledge base for the whole team.

Who it's for

TroubleTrace is designed for tech support agents and teams who want to grow professionally from the work they already do. Whether you're a solo agent building a personal reference library or a team building shared institutional knowledge, TroubleTrace fits your workflow.

It's especially useful for:

Teams that deal with complex, recurring issues and want to stop solving the same problems twice.
Agents who want to practise and review difficult cases to sharpen their skills.
Team leads who want to build an onboarding resource from real support history.

How it works

Getting started takes minutes:

Register an account — sign up with email or continue with GitHub.
Add tickets — create entries manually or import from Plain, Zendesk, or other integrations.
Enrich and annotate — add resolutions, tags, notes, and code snippets to each entry.
Review and learn — search and revisit past entries whenever you need them.

Optional AI integrations (via MCP with Claude or ChatGPT) can help summarise, analyse, or enrich entries automatically — saving time and surfacing patterns in your support history. See our MCP connection guide for setup instructions.

What TroubleTrace is not

Important

TroubleTrace is a personal and team knowledge-capture tool, not a live ticketing system, a customer-facing help desk, or a regulated data platform. It is not designed to store sensitive customer personal data, financial records, or other regulated information. See our Terms of Service for details on acceptable use.

Our principles

Yours is yours. You own your data. We don't sell it, mine it, or use it for any purpose other than running the Service for you.
Simple over complex. The best knowledge tool is one you'll actually use. We keep the interface focused and fast.
Built to grow. More integrations, more AI capabilities, and more team features are on the roadmap — developed based on how real support teams work.

Get started

TroubleTrace is free to sign up. Create your account and start building your knowledge base today.