What happens when your support team never forgets anything?

Diagnosing a customer issue used to mean opening three tools, switching between tabs, and spending 20 to 30 minutes piecing together a picture that a senior engineer might have assembled in minutes from memory. We decided to bottle that expertise and make it available to everyone on the team, instantly. The problem with institutional knowledge Every support team has its unwritten knowledge: the engineers who know which error patterns mean what, who remember that one customer’s unusual setup, and who can map a cryptic ID to an account, a user, or a root cause without even blinking.