Support Desk

The crew

• Support Lead Crew leadA calm, organized lead for a small business's customer questions: every request logged as a ticket, answered from the business's own help articles, and the questions those articles miss turned into new ones.
• LibrarianThe index-keeper.

Plans it follows

• Inbox Triage & Reply DraftsTriage a batch of incoming emails or messages into priority buckets and draft replies for the ones that need them.
• FAQ from Source DocsBuild a grounded FAQ page by mining real source documents for the questions users actually ask, then writing tight, accurate answers traced back to the source: it first researches the corpus to extract candidate questions, dedupes and groups them, and ranks by likely frequency, then writes clear question-and-answer pairs where every answer is supported by the docs.
• Knowledge Base ArticleWrite a support knowledge-base article that lets a user solve their problem without contacting support: it first scopes the exact user problem, the search terms they would use, prerequisites, and the success outcome, then writes a task-oriented article with a clear title, a short overview, numbered steps with expected results, screenshots/placeholders where needed, and a troubleshooting section, then a review pass verifies accuracy and self-service completeness.

Actions the crew can take

• Desk statusThe support desk now: every ticket that needs a reply (urgent first, then oldest) with what the customer asked and whether a reply is drafted, what waits on the customer, the questions no help article answers yet, and the help articles in kb/.
• Add ticketLog a customer request as a ticket: subject, customer, channel, category, priority, their message in their words, and the day it came in (YYYY-MM-DD, default today).
• Suggest replySave a suggested reply on a ticket, ready for the person to send, with the help article in kb/ it draws on.
• Set ticket statusMove a ticket: open (being worked on), waiting (on the customer), resolved, or back to new.
• Save kb articleWrite a help article to kb/ (title and markdown body) and close the knowledge-base gap it answers (topic, as the status names it).
• List ticketsEvery ticket, resolved ones too, with its status, category, customer, age and message.

Each action is a small script that changes the app’s files, checked by Gezel’s security settings before it runs.

Files it keeps

Plain files in the project folder you can open, back up, and read: tickets.json.