Five agent skills triage tickets, research answers, draft customer replies, escalate issues to engineering, and turn resolutions into knowledge base articles.

Features

• Ticket Triage Categorizes a ticket, sets P1–P4 priority mapped to DevRev severity, checks for duplicates and known issues, and suggests the right product area and owner, then updates the ticket once you approve.
• Customer Research Answers a customer question using the knowledge base, past tickets, issues, and account history, citing sources and rating confidence so you know what to verify.
• Draft Customer Response Writes a professional, empathetic reply for product questions, outages, delays, declined feature requests, or billing issues. The draft stays internal until you send it.
• Customer Escalation Packages an issue for engineering, product, or leadership with reproduction steps, business impact, and a clear ask. Once you approve, it creates the issue and links it to the ticket.
• Knowledge Base Article Turns a resolved ticket or recurring question into a search-friendly self-service article, saved as a draft for your review.

Attribution