Ask HN: Software for Troubleshooting

Can anyone recommend any software for workflow management, specifically for troubleshooting 'something'?

I build a commercial product , and in the engineering team, I don't typically deal with customers. We have support engineers, sales engineers that DO work with live appliances and do all our up front , first level support. If they can't fix something, they escalate.

Is there any software that I can set up a workflow, or a script for them to follow before escalating to me?

chris.