example-support

An example Tico bot that triages a support queue. It reads new tickets or support mail, works out what each one is, drafts the reply, and routes what needs a person to the person who owns it. It never answers a customer itself. Good looks like a draft a person sends with one edit, and a queue where nothing sits unread.

The examples in this repository use a fictional company, Acme Co (acme.example). Replace them.

What it needs

• Read access to the support queue (a helpdesk or a shared support mailbox). Read and draft only.
• Nothing else. It does not need send rights, refund rights, or write access to the helpdesk.

What it must never do

• Reply to a customer, or change anything in the helpdesk.
• Promise a refund, credit, discount, or date.
• Copy a customer's personal details into a file.

Add it to a Tico install

1. Create your own copy of this repository as <your-org>/emp-support (use the template button or gh repo create --template ticoteam/example-support).
2. Replace Acme details in knowledge/company.md and knowledge/escalation.md.
3. Tell BotOps: "set up a support bot from <your-org>/emp-support". It registers the bot, seeds routines, and runs hub bot check support. The bot stays planned until you activate it.
4. Put the credential for your helpdesk or mailbox on the machine that runs the bot, under the variable name declared in employee.yaml. Declaring access does not create it.

Customize

• knowledge/answers.md: the standing answer to each recurring question. This is where the bot gets better; keep each answer dated and confirmed by a person.
• knowledge/escalation.md: what must reach a person immediately, and who.
• knowledge/known-issues.md: what is broken often enough that the answer is always the same.
• employee.yaml: runtime and model (left to your install), access, and an optional schedule once you have read a week of hand-run passes.

Contributing

Pull requests welcome: better playbooks, sharper sorting rules, generic answers that apply to any company. Keep contributions generic: no real company names, customers, domains or credentials; use Acme. See AGENT.md for the rules a change must not break.

License

Apache-2.0. See LICENSE.