Enterprise software with contextual support

An article comprising a machine-readable medium storing instructions operable to cause one or more machines to perform operations comprising:

• receiving an incident message generated by an end user, the incident message including user-generated input data and collected context data both characterizing a state of a computing system;
• assigning the incident message to a key user based on the context data;
• routing the incident message to the key user;
• initiating an implementation of a solution to the incident message by the key user;
• and
• routing a solution message notifying the end user of a solution to the incident message.

A computer-implemented method comprising:

• receiving an incident message generated by an end user, the incident message including user-generated input data and collected context data both characterizing a state of a software application;
• assigning the incident message to a key user based on the context data;
• routing the incident message to the key user;
• initiating an implementation of a solution to the incident message by the key user;
• routing a solution message identifying the solution to the end user;
• and
• determining whether to initiate the implementation of the solution by the end user.