Support Concierge
The Support Concierge is the service-management Assistant that keeps the helpdesk running smoothly. It triages incoming tickets, predicts SLA breaches before they happen, drafts responses, and helps optimize how service resources are used.
Domain: Service Management · Anchor code: support_concierge · Surface: Assistant
What it does
Support Concierge reduces time-to-resolution across the helpdesk. It classifies and routes new tickets so the right person picks them up fast, and it predicts which open tickets are heading for an SLA breach so they can be escalated in time.
It drafts helpdesk responses for agents to review and send, checks account setup health to prevent avoidable tickets, and analyzes service utilization to balance workload.
Resolutions and assignments are proposed as Suggestions for human approval — agents stay in the loop on every reply.
Skills
| Skill | What it does |
|---|---|
| Service SLA Breach Predictor | Predicts which open tickets will breach their SLA. |
| Ticket Triage Agent | Classifies and routes incoming tickets to the right queue or agent. |
| Helpdesk Responder Agent | Drafts responses to tickets for agent review. |
| Setup Health Checker | Checks account setup health to prevent avoidable tickets. |
| Service Utilization Optimizer | Analyzes service resource usage and suggests rebalancing. |
Triggers & schedule
Skills run on frequent crons across open tickets, plus event triggers on ticket creation. A ticket-scoped run can be triggered manually from a ticket’s detail page. All runs are notify-first — the Assistant emits Suggestions for human approval.
Actions & approvals
Actions appear in the Suggestions queue with Approve / Dismiss controls. Examples:
- Resolve ticket with a drafted response.
- Assign service team to route a ticket.
- Escalate SLA breach on a ticket at risk.
Where to find it
Open Automation → Agents and filter by the Service Management domain, or use the AI Hub in the Service Management app. On a ticket’s detail page, the entity-scoped panel runs Support Concierge against that ticket.
