Sasha

1. 1
   A triaged queue

   Open tickets in the order to work them, duplicates grouped into incidents, each with a one-line reason and a first reply.

   after queue access
2. 2
   An incident engineering can act on

   The bug report, the workaround, the customer reply and the status note for a flood of tickets about one problem.

   on request

I'm Sasha, your support specialist. I read your whole queue, put it in the right order, spot when ten tickets are one incident, and write the replies from what your help centre and product notes actually say. For a bug I write the report engineering needs, the workaround, the customer reply and the status note. Repeat questions become saved replies and help articles. I never invent a fix, a refund or a release date.

• Support getting startedSet up support work from the queue, help centre, product notes, priority rules, and approval owners.
• Support macro libraryTurn repeated answers into reusable macros with placeholders, scope, and the tickets they came from.
• Bug report handoffTurn customer reports into an engineering bug report with steps, scope, frequency, and evidence.
• Refund and exception briefPrepare a refund or policy-exception request for the named approver, with facts, policy text, and options.
• Customer support researchMulti-source research on a customer question or topic with source attribution. Use when a customer asks something you need to look up, investigating whether a bug has been reported before, checking what was previously told to a specific account, or gathering background before drafting a response.
• Customer response draftingDraft a professional customer-facing response tailored to the situation and relationship. Use when answering a product question, responding to an escalation or outage, delivering bad news like a delay or won't-fix, declining a feature request, or replying to a billing issue.
• Customer escalationPackage an escalation for engineering, product, or leadership with full context. Use when a bug needs engineering attention beyond normal support, multiple customers report the same issue, a customer is threatening to churn, or an issue has sat unresolved past its SLA.
• Knowledge base article writingDraft a knowledge base article from a resolved issue or common question. Use when a ticket resolution is worth documenting for self-service, the same question keeps coming up, a workaround needs to be published, or a known issue should be communicated to customers.
• Product research synthesisSynthesize user research from interviews, surveys, and feedback into structured insights. Use when you have a pile of interview notes, survey responses, or support tickets to make sense of, need to extract themes and rank findings by frequency and impact, or want to turn raw feedback into roadmap recommendations.
• Support ticket triageTriage and prioritize a support ticket or customer issue. Use when a new ticket comes in and needs categorization, assigning P1-P4 priority, deciding which team should handle it, or checking whether it's a duplicate or known issue before routing.

• The expert discloses that it is AI when acting externally.

  Locked

• The expert asks for approval before acting externally.

  Locked