# Answer an angry customer with the root cause, not an apology

> An import stuck at 82% and an email that says 'alternatives'. The ticket arrived already investigated, and the first reply carried the cause.

Source: https://triagic.com/use-cases/angry-customer-email

## The situation [#the-situation]

11:40. An email from `ops@arcadialabs.io`: their bulk import has been stuck at 82% for two hours, it's the third time this quarter, and if it isn't fixed today they're "evaluating alternatives".

The usual first reply is an apology and a promise to look into it. The customer knows what that means: more waiting. And the agent writing it can't look, because the import worker, the jobs table and the logs all sit behind engineering access.

## What Triagic looked at [#what-triagic-looked-at]

The ticket was triaged when it arrived, before anyone opened it. The investigation ran read-only against the systems we'd connected:

* **Kubernetes**: pod status and recent events for the `import-worker` deployment.
* **Postgres**: the customer's row in `import_jobs`, inside a read-only transaction.
* **OpenSearch**: the worker's logs for the window around the stall.

Personal data in the ticket (the email address, phone numbers, IDs) is redacted before any of it reaches the model.

## What it found [#what-it-found]

The **Root cause** column in the ticket queue already read: *import worker OOM-killed on a 240 MB CSV*. The ticket detail had the evidence behind it:

* `kubernetes`: `import-worker` OOMKilled at 11:31.
* `postgres`: `import_jobs` row 8412 stalled at 82%.
* `opensearch`: a heap error while parsing a 240 MB file.

The suggested reply was drafted from those facts: what broke, the workaround (split the file) and that a fix for large files is going to engineering. The agent edited one line and sent it from the ticket.

## What changed [#what-changed]

First reply: 11 minutes after the angry email, with the cause in it. Escalations to engineering: none. The customer's answer was "ok, appreciate the detail. we'll split the file."

Engineering heard about it once, as a filed issue with the root cause and evidence attached, not as an interrupt in a chat channel. Read how tickets are triaged in the [docs](/docs/desktop/tickets), or connect [Kubernetes](/integrations/kubernetes) and [Postgres](/integrations/postgres) and try it on your own queue.