Technical Support Agent
Resolves common support questions from your existing knowledge base and creates structured tickets when a human needs to step in.
Plan: available from the Free tier. Status: beta.
What It Does
- Classifies the question — product help, troubleshooting, or escalation.
- Searches your knowledge base for the most relevant answer.
- Responds directly when the answer is clear, or creates a support ticket when it is not.
- Passes context — the ticket carries a conversation summary so your team starts informed.
Tools It Uses
| Tool | Purpose |
|---|---|
searchDocumentation | Searches your uploaded documents, crawled pages, and Q&A pairs |
checkSystemStatus | Pulls system context for status and availability questions |
createTicket | Opens a structured ticket with a conversation summary |
Configuration
Go to AI Agents > Technical Support > Settings.
This agent is largely self-configuring: it uses your chatbot's knowledge base automatically, with no separate source list to maintain. The settings page shows which capabilities are active so you can confirm what the agent is allowed to do.
The setting worth reviewing is your knowledge coverage — the readiness checklist flags it deliberately, because escalation volume is a function of documentation gaps, not agent configuration.
Where Tickets Appear
Tickets created by the agent appear in Tickets, with status and priority you can update as your team works through them. See Ticket Analytics.
Best For
- Documentation and how-to questions
- Ticket deflection on high-volume, repetitive issues
- First-line triage outside business hours
Reducing Escalations
Escalation rate is the honest measure of your knowledge base. If the agent escalates often:
- Read the escalated tickets — they are a ranked list of what your documentation is missing.
- Add Q&A pairs for the recurring ones; they take priority over document content.
- Re-crawl documentation that has changed since it was imported.
:::tip Escalation Is a Feature An agent that escalates a question it cannot answer well is behaving correctly. The goal is fewer unnecessary escalations, not zero. :::
Quota
Included on every plan, including Free. Searching, status checks, and ticket creation consume no separate action allowance. See Quotas.
Next Steps
- Ticket Analytics — work through created tickets
- Q&A Pairs — close documentation gaps
- Agents Overview