helpdesk-responder

What problem does it solve?

This skill helps you respond to customer support tickets by turning the ticket text into a structured, knowledge-base-grounded response draft, reducing guesswork and speeding up first response.

Core Features & Use Cases

• Ticket inquiry analysis: Detects error codes, devices/products, symptoms, and keywords to categorize the issue.
• KB search with confidence scoring: Matches against a configurable references/kb_index.json and selects actions using high/medium/low confidence thresholds.
• Multi-language response templates: Produces copy-paste ready drafts (including Japanese) with variable substitution and a clear escalation handoff when needed.
• Escalation workflow: Escalates to technical teams with an actionable handoff format when KB coverage is insufficient or confidence is low.

Example use case: When a customer reports that a printer is “not printing” and includes an error code, generate a tailored troubleshooting response from the most relevant KB article and escalate only if the match confidence is low.

Quick Start

Run the helpdesk-responder skill on the ticket content to generate an English or Japanese first-response draft using your configured KB index.