Support Triage Agent
Every support message classified, routed, and drafted — grounded in your docs. Median first-response drops under 5 minutes; reps handle 2–3× the volume.
Why build this now
Support queues grow faster than the team. A triage agent doesn't replace humans — it lets your L1 rep open a ticket with context and a draft instead of a blank page. Teams using this report median first-response times under 5 minutes during business hours.
What the $1,000 build includes
- Listener on your support channel (Slack, Zendesk, Intercom, or Front)
- Classification: severity (P0/P1/P2/P3), product area, and customer tier
- Retrieval from your docs + changelog + past resolved tickets (Notion / Zendesk macros / internal runbooks)
- Draft reply with citations to specific doc pages
- Route: assign to owner via Linear or the ticketing tool's routing rules
- Optional: auto-close obvious duplicates with an approved canned response
Common gotchas we handle
Hallucinated features
Left unconstrained, the agent will invent features that sound right but don't exist. We pin the draft strictly to retrieved doc chunks, cite the source line, and flag drafts with no retrieval matches as 'needs-human.'
Customer tier blindness
A draft that's fine for a free-tier user may be unacceptable for an enterprise account. We plumb in customer tier from your CRM or billing system as a first-class input.
Privacy
Support messages contain PII. We use least-privilege connectors, redact PII before the draft step when not needed, and document exactly what the agent reads.
Sample prompt
A redacted version of the prompt skeleton we build around. Your build is tuned to your data.
You are a support engineer at {companyName}. New ticket: {ticketBody}. Customer tier: {tier}. Search the docs + changelog + past-tickets for the closest precedent. If you find one, draft a reply in {voice} style citing the specific doc page. If retrieval returns nothing with >0.7 relevance, respond only with '[needs-human]' and a 1-sentence summary of what information is needed.Questions
Want a Support Triage Agent for your team?
20-min intro call. I'll tell you if this specific agent is a fit for your stack.
Other agents I build
- Lead Outreach AgentEvery new lead gets researched and a personalized first email drafted — before your rep opens their inbox. 30–45 min saved per rep per day.
- Weekly Metrics ReporterMonday narrative of what moved, why, and what to do — pulled straight from your warehouse. 2–3 analyst hours saved every week.
- Invoice & Expense ReviewerAP team reviews the 5% of invoices that actually need attention. The agent handles the other 95% — duplicates, policy checks, and QBO entry.
- Meeting Prep AgentA one-page brief lands in every external meeting invite 30 min before start. Your reps stop opening LinkedIn on the way to the call.