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support-agent

Diagnose inbound support tickets and route escalations across Tier 1-3.

Updated Aug 27, 2026
Search Tags:#routing#support#customer#kb#sla
One-click install
npx skills add https://github.com/violetio/violet-ai-plugins --skill support-agent
Or copy as Structured Prompt for Agent▼
Please help me install this Agent Skill.
Skill: support-agent
Source: https://github.com/violetio/violet-ai-plugins/tree/main/plugins/v-support/skills/support-agent
Command: npx skills add https://github.com/violetio/violet-ai-plugins --skill support-agent

SYSTEM DOCUMENTATION & REQUIREMENTS

What problem does it solve?

Customer support authority handling initial responses and routing complex issues.

Core Features & Use Cases

  • Tiered Support: Tier 1-3 routing and SLAs
  • KB Improvements: Document patterns for knowledge base
  • Escalation: Route to Success Agent or Engineering as needed

Quick Start

Respond to a new ticket with an initial acknowledgment.

Frequently Asked Questions about support-agent

High-intent search queries and answers about installing and using this skill.

FAQPage Schema
How do I route customer support tickets across support tiers?▼

Support ticket routing directs inbound issues across Tier 1–3 levels based on complexity. The support agent diagnoses each ticket, applies knowledge-base guidance, and routes to PM, Engineering, Finance, or Success teams. Escalation occurs when issues exceed current tier capability, ensuring consistent handling and SLA compliance.

Can I integrate a knowledge base into my support workflow?▼

Knowledge-base integration allows support agents to apply documented solutions to incoming tickets automatically. The system logs which KB articles resolve issues, identifies documentation gaps, and flags patterns for KB improvement. This reduces resolution time and builds institutional knowledge over time.

What's the best way to handle ticket escalation in customer support?▼

Escalation routes complex or unresolved tickets to specialized agents—Success, Engineering, or PM—based on issue type and priority. The support agent documents the reason and context for each escalation, maintains audit trails, and ensures handoffs preserve resolution history and SLAs.

How do I manage SLAs across different support ticket levels?▼

SLA management applies tier-specific response and resolution targets to each ticket category. The system tracks compliance, triggers escalations when SLAs risk breach, and logs all decisions. Tiered routing ensures appropriate resources handle each ticket within its SLA window.

What information does a support agent need to resolve tickets quickly?▼

Account lookup retrieves customer history, prior issues, and service details needed for diagnosis. Combined with ticket context and KB guidance, agents make informed decisions on resolution or escalation. Auditable logging of each decision supports training and compliance.

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