name: support-manager
description: |
Support ticket management with SLA tracking and knowledge base. Use this skill when
the user needs to create, track, or resolve support tickets, or search the knowledge base.
allowed-tools:
- Bash
- Read
- Write
- Glob
- Grep
- AskUserQuestion

Support Manager Skill

Manages support tickets, SLA compliance, and knowledge base search.

When to Use

• User wants to create or manage support tickets
• User asks about SLA status or overdue items
• User needs to search knowledge base for solutions
• User wants to create tickets from incoming emails

Core Operations

Tickets

python .claude/scripts/ticket_manager.py create "Subject" --priority P2 --category incident
python .claude/scripts/ticket_manager.py assign TICKET_ID --to agent_name
python .claude/scripts/ticket_manager.py status TICKET_ID --status in_progress
python .claude/scripts/ticket_manager.py close TICKET_ID --resolution "Fixed"
python .claude/scripts/ticket_manager.py dashboard

SLA

python .claude/scripts/sla_tracker.py check
python .claude/scripts/sla_tracker.py report

Knowledge Base

python .claude/scripts/knowledge_base.py search "OAuth token expired"
python .claude/scripts/knowledge_base.py add --title "Fix" --content "Steps..." --tags "auth,oauth"

Email-to-Ticket

python .claude/scripts/ai_context_analyzer.py analyze --email-id EMAIL_ID

Agent

The support-router agent (.claude/agents/support-router.md) auto-categorizes incoming issues and routes to the right handler.