## The everyday problem

Support backlogs are mostly noise, and every department downstream pays a different tax for it. Genuine P1s get buried under duplicate reports and tickets that belong to a different team. Engineering re-classifies the same ticket because they don't trust support's tags. Product spends Monday mornings hand-counting "what are the top three things customers are complaining about this week?" Marketing has no reliable way to surface a customer quote candidate for a case study. The information is right there in the ticket stream — it just isn't classified once and shaped for everyone.

## What you'd type into the New Agent form

The customer success lead clicks **New Agent** in the dashboard, picks the Customer Support template (or starts from scratch), and fills in:

**Agent name** · `Ticket triager`

**Description** · `Classifies, routes, dedupes, and themes incoming support tickets.`

**Persona** · `You are a senior support engineer at [Company]. You read incoming tickets, classify them by the taxonomy below, assign severity, find duplicates against open issues, and draft a response in the team's tone. You never auto-route — you give the support engineer a strong starting point.`

**Context to paste**

- The classification taxonomy (bug / feature / question / duplicate)
- The severity rubric
- The ownership map (which team owns which surface)
- The customer-quote heuristic for marketing

**Skills to pick**

- `ticket-classification`
- `duplicate-detection`
- `response-drafting`

**MCPs to wire**

- Zendesk (or Intercom / Front) — to read incoming tickets
- Linear — to dedupe against open issues

A few minutes of paste-and-pick. No code.

## What your team sees when they use it

Same agent, four consumer flows:

- **Support** pastes a ticket and gets back: classification, severity, suggested owner team, dedupe match, and a draft response. The engineer accepts or corrects.
- **Engineering** runs the agent on a batch of morning's bug tickets to triage in bulk. P1s rise to the top, dupes auto-link to open issues.
- **Product** pastes a week's worth of tickets touching their surface; the agent returns themed pain points with sentiment and ticket counts. Monday planning starts with data, not vibes.
- **Marketing** pastes opt-in resolved tickets; the agent returns candidate quotes — actual customer language, with consent flags surfaced.

Four departments. One agent definition.

## How it composes

This agent inherits the org defaults (company background, the support workflow, the brand voice). On top, it overlays CS-specific skills: classification, dedup, response drafting. When the org workflow tightens — a new ownership map, a new severity rubric — every consumer of this agent picks up the change automatically.

## How it evolves

Product launches a new surface — say, billing-portal v2. The CS lead extends the taxonomy in the agent's edit view, adds the new ownership entry, re-publishes. v2 rolls out on next sync. **Every team's next invocation picks up the new taxonomy** — support sees the surface in routing options, engineering recognizes the new bug bucket, the PM finds it in pain-point themes, marketing's quote pool segments by it. One change, one re-publish, four teams updated — none of whom had to be told.