Customer Support Skills
AI skills for ticket triage, response drafting, escalation handling, and knowledge base article creation.
On this page
Customer support skills help teams handle higher ticket volumes without sacrificing quality. They connect to your help desk, knowledge base, and communication tools to triage incoming requests, draft responses, and package escalations — all grounded in your existing documentation and customer history.
The result is faster first responses, more consistent tone, and less time spent on repetitive tickets.
What you can do
- Triage incoming tickets by category, urgency, and sentiment
- Draft responses using your knowledge base and past resolutions
- Package escalations with full context so engineers get what they need immediately
- Research customer history across conversations, billing, and product usage
- Create and update knowledge base articles from resolved tickets
- Detect sentiment trends and flag accounts that need proactive outreach
Pre-built skills
| Skill | Description |
|---|---|
| Ticket Triage | Classifies new tickets by topic and urgency, assigns priority, and routes to the right queue. |
| Draft Response | Generates a reply grounded in your knowledge base and the customer's conversation history. |
| Escalation Brief | Packages ticket context, reproduction steps, and customer impact into a structured brief for engineering. |
| KB Article Writer | Turns resolved tickets into draft knowledge base articles with steps, screenshots, and tags. |
Connectors
Support skills work best with direct access to your tools. Supported connectors include Slack, Intercom, HubSpot, Guru, Jira, Notion, and Microsoft 365.
Connect them through the dashboard under Connectors to give your skills access to ticket data and documentation.
Next steps
- Creating Skills — Build a custom support skill for your team's workflow
- Publishing Skills — Share your skill with your team or the marketplace