# Support — AI agent teams

URL: https://openenvelope.org/roles/support

Support teams deal with volume that scales with your customer base, not your headcount. multi-agent teams handle the triage, surface the patterns, and keep your knowledge base current — so your agents spend their time on the conversations that actually need a human. Here are six teams worth building.

## Ticket triage team

Classifies every incoming ticket by issue type, urgency, and product area — assigns it to the right agent or team, and applies the correct labels and priority. Agents receive well-classified tickets rather than an undifferentiated queue.

Agents:
- Issue Classifier: Reads the ticket and determines type and urgency
- Team Router: Assigns to the right agent or group
- Priority Setter: Applies the correct priority and labels

## Knowledge base maintainer

After every resolved ticket, checks whether the resolution is documented in your knowledge base. When it isn't, drafts a new article for review. Your KB grows with your support volume and covers what customers actually ask.

Agents:
- Resolution Reader: Extracts the solution from the resolved ticket
- KB Matcher: Searches for an existing article covering the issue
- Article Drafter: Writes a new article when the gap is confirmed

## SLA watchdog

Monitors all open tickets against their SLA targets, sends escalation warnings to agents and managers at configurable thresholds, and reassigns tickets at critical risk of breach. You stop finding out about SLA failures after the fact.

Agents:
- SLA Monitor: Tracks time remaining on all open tickets
- Threshold Alerter: Sends warnings at first and final response deadlines
- Reassignment Handler: Moves at-risk tickets to available agents

## CSAT analyser

Collects CSAT scores and comments over time, clusters negative feedback into recurring themes, and produces a weekly report. Your team acts on patterns rather than reacting to individual low scores.

Agents:
- Score Collector: Aggregates ratings and free-text comments
- Theme Clusterer: Groups negative feedback into patterns
- Report Writer: Produces a weekly support quality digest

## Escalation router

Identifies tickets that need senior or specialist attention — complex technical issues, high-value customers, legal language, repeat contacts — and routes them before the agent spends time going in circles.

Agents:
- Escalation Detector: Reads tickets for signals that require senior handling
- Specialist Matcher: Identifies the right escalation path
- Handoff Preparer: Summarises context for the receiving agent

## Incident outreach team

When a known incident or service degradation is open, identifies all customers likely to be affected, drafts a personalised status update for each, and queues them for agent review before sending. Proactive communication happens without manual list-building.

Agents:
- Affected Customer Finder: Identifies who is likely impacted
- Update Drafter: Writes a personalised status message per customer
- Send Gate: Human checkpoint before messages go out

## Related roles

[sales](https://openenvelope.org/roles/sales), [operations](https://openenvelope.org/roles/operations)

## Related tools

[zendesk](https://openenvelope.org/tools/zendesk), [intercom](https://openenvelope.org/tools/intercom), [freshdesk](https://openenvelope.org/tools/freshdesk), [slack](https://openenvelope.org/tools/slack)

Browse all roles: https://openenvelope.org/roles