Support teams
A shared AI agent for support teams resolving a ticket
Vrittara gives a support team one AI agent session per ticket that everyone can see. The agent works out what is happening, writes reproduction steps and drafts the reply, engineers and leads can steer it, and a person checks the tone and any promises before approval.
The problem with escalations in private chats
A hard ticket moves from a frontline agent to a specialist to an engineer. Each handoff loses context, and each person re-asks their own AI assistant the same questions. The customer waits while the team rebuilds what it already knew.
How the team resolves the ticket together
Start from the Resolve a ticket playbook and paste the report. The agent quotes the customer's own words, proposes a fix or workaround and drafts a reply that does not promise a date, refund or credit unless the workspace authorises it. Anyone who joins later opens the session and sees the whole history.
Resolve a ticket
Work out what is happening, draft the fix and the reply.
Before anyone can approve the result, a reviewer confirms:
- The reproduction steps were followed and they reproduce the problem
- The reply's tone and promises were checked by a person
- Any refund or credit mentioned was authorised
More on shared agents
Common questions
- Will the agent promise refunds on its own?
- No. The support playbook forbids promising a date, refund or credit unless the workspace authorises it, and a reviewer must confirm any refund or credit mentioned was authorised before approval.
- How does an engineer pick up an escalated ticket?
- They open the same session. The plan, every step, every instruction the team gave and every draft of the reply are already there.