How investigations work

Start one

• From Home: paste a ticket ID, a log line or the symptom in the top box and press Enter, or click a ticket in My queue.
• From Cases / Tickets, or from New Investigation (⌘N / Ctrl+N).
• Drop in files: logs, HAR files, archives, PDFs and screenshots are read too.

What Arcus looks at

• The ticket: subject, description, comments, attachments and the customer’s account (tier, ARR, renewal, health) when a CRM is connected.
• Your code: local repositories you indexed (the index stays on your computer) and GitHub if connected.
• Logs and metrics from Tools & MCP when configured.
• Your team’s past cases: Case Memory and Déjà Vu bring up confirmed fixes for the same symptom.
• Slack threads you can see, when you ask with @slack. Web search only after you allow it.

Reading the answer

Answers follow the same shape so you can check them fast:

• What I think is happening: one paragraph in plain words.
• Root cause with confidence (High, Medium, Low and a score) and the file and line when code is involved.
• Evidence: the ticket, log lines and code it relied on. Citations Arcus cannot verify are flagged, not hidden.
• Ruled out: what it checked and why it is not that.
• Workaround for the customer today, and the fix for engineering.

Loading and empty states

While Arcus works you see a plan and loading placeholders, not a blank panel. If nothing is connected yet, empty states tell you exactly what to connect next.

Hand it off

• File bug: builds the bug from the investigation. Edit, Preview, then Copy markdown or file it.
• Reply check: draft a customer reply; Arcus blocks leaks before public send.
• Knowledge: turn a resolved case into a help-center draft after you approve.
• Finish & save stores the case in History. Leave keeps it as a draft.