Helpdesk First Response Skill

A generic helpdesk first-response skill that creates KB-based response drafts for support tickets. Adaptable to any industry or product support context.

Trigger Conditions

Use this skill when:

• Handling customer support tickets or inquiries
• Creating response drafts based on knowledge base articles
• Building a structured helpdesk workflow
• Training support staff on response patterns

---

Skill Workflow

+---------------------------------------------------------------------+
|                    Phase 1: Inquiry Analysis                        |
|  - Extract ticket information                                       |
|  - Auto-detect patterns (error codes, device names, symptoms)       |
+---------------------------------------------------------------------+
                              |
              +---------------+---------------+
              v               v               v
    +-------------+   +-------------+   +-------------+
    | Error Code  |   | Device/     |   | Keyword     |
    | Detection   |   | Product     |   | Detection   |
    +-------------+   +-------------+   +-------------+
              |               |               |
              +---------------+---------------+
                              v
+---------------------------------------------------------------------+
|                   Phase 2: KB Search & Matching                     |
|  - Reference kb_index.json                                          |
|  - Primary KB prioritization                                        |
|  - Confidence score calculation                                     |
+---------------------------------------------------------------------+
                              |
              +---------------+---------------+
              v               v               v
    +-------------+   +-------------+   +-------------+
    | High Conf.  |   | Medium Conf.|   | Low Conf.   |
    |   (>=80%)   |   |  (50-79%)   |   |   (<50%)    |
    +-------------+   +-------------+   +-------------+
              |               |               |
              v               v               v
    +-------------+   +-------------+   +-------------+
    | Template 1  |   | Template 2  |   | Template 3  |
    | Solution    |   | Info Request|   | Escalation  |
    +-------------+   +-------------+   +-------------+
                              |
                              v
+---------------------------------------------------------------------+
|                     Phase 3: Response Draft Generation              |
|  - Template variable substitution                                   |
|  - KB steps integration                                             |
|  - Escalation determination                                         |
+---------------------------------------------------------------------+

---

Phase 1: Inquiry Analysis

1.1 Information Extraction

Extract from the ticket:

• Customer name and contact info
• Subject/title
• Ticket number/ID
• Full description
• Previous correspondence (if any)

1.2 Auto-Detection Patterns

Configure patterns in references/kb_index.json:

Priority	Pattern Type	Example Regex	Example Match
1	Error Code	[Ee]rror\s*(\d{5})	Error 30001
2	Code Alternative	code\s*(\d{5})	code 20002
3	Device + Symptom	(device_name)\s*(not working|offline)	printer not working
4	Hardware Symptom	(not printing|won't boot|blue screen)	not printing

1.3 Problem Category Identification

Map detected patterns to KB categories:

Category	Detection Criteria	Typical KB
Error Codes	Numeric error patterns	Error reference guides
Hardware Issues	Physical device symptoms	Troubleshooting guides
Software Issues	Application errors	Software guides
Account/Access	Login, permissions	Account management
Connectivity	Network, offline	Network troubleshooting

---

Phase 2: KB Search and Confidence Scoring

2.1 Confidence Score Calculation

Match Type	Score	Example
Error code exact match	+50	Error 30001 in KB
Device/product name match	+20	"printer" mentioned
Keyword match	+15	"not printing"
Symptom similarity	+10	Similar symptom pattern
Category match	+5	Hardware category

2.2 Confidence Thresholds

Level	Score	Action
High	>= 80	Provide solution directly
Medium	50-79	Request additional information
Low	< 50	Escalate for investigation

2.3 Multiple KB Match Priority

When multiple KB articles match:

1. Use primary_kb field if specified
2. Prefer detailed_kb: true articles
3. Prefer specific articles over general references

---

Phase 3: Response Draft Generation

3.1 Template Variables

Variable	Description	Source
{{customer_name}}	Customer name	Ticket contact
{{ticket_subject}}	Subject line	Ticket subject
{{ticket_number}}	Ticket ID	Ticket system
{{error_code}}	Error code	Pattern detection
{{device_type}}	Device/product type	Pattern detection
{{kb_article}}	KB article name	KB match
{{kb_steps}}	Troubleshooting steps	KB content
{{resolution_time}}	Estimated time	KB metadata
{{escalation_reason}}	Escalation reason	Analysis result

---

Response Templates

Template 1: Clear Solution Available (High Confidence)

English:

Dear {{customer_name}},

Thank you for contacting our support team regarding {{ticket_subject}}.

Based on the information provided, this appears to be a {{device_type}} {{error_code}} issue. Here are the steps to resolve this:

**Troubleshooting Steps:**
{{kb_steps}}

**Estimated Resolution Time:** {{resolution_time}}

If the issue persists after completing these steps, please let us know and we will escalate to our technical team.

Best regards,
Support Team

Japanese:

{{customer_name}} 様

サポートへお問い合わせいただきありがとうございます。
「{{ticket_subject}}」についてご連絡いただきました。

ご報告いただいた内容から、{{device_type}}の{{error_code}}エラーと思われます。
以下の手順で解決できる可能性がございます：

**トラブルシューティング手順：**
{{kb_steps}}

**想定解決時間:** {{resolution_time}}

上記の手順でも解決しない場合は、技術チームへエスカレーションいたします。

サポートチーム

Template 2: Additional Information Needed (Medium Confidence)

English:

Dear {{customer_name}},

Thank you for contacting our support team regarding {{ticket_subject}}.

To better assist you with this issue, could you please provide the following information:

1. What is the exact error message or code displayed?
2. Which device/product is affected?
3. When did this issue first occur?
4. Have you tried any troubleshooting steps?
5. Has anything changed recently (updates, configuration)?

Once we receive this information, we will provide specific troubleshooting steps.

Best regards,
Support Team

Japanese:

{{customer_name}} 様

サポートへお問い合わせいただきありがとうございます。
「{{ticket_subject}}」についてご連絡いただきました。

より適切なサポートをご提供するため、以下の情報をお知らせください：

1. 表示されているエラーメッセージやコードは何ですか？
2. どの製品/デバイスで発生していますか？
3. この問題はいつ頃から発生していますか？
4. トラブルシューティングは試されましたか？
5. 最近何か変更はありましたか（更新、設定変更など）？

情報をいただき次第、具体的な対応方法をご案内いたします。

サポートチーム

Template 3: Escalation Required (Low Confidence)

English:

Dear {{customer_name}},

Thank you for contacting our support team regarding {{ticket_subject}}.

We have reviewed your request and determined that this issue requires detailed investigation by our technical team.

**Escalation Reason:** {{escalation_reason}}

We will:
1. Analyze the system logs and configuration
2. Coordinate with relevant teams if needed
3. Provide you with an update within [SLA timeframe]

In the meantime, please note any additional symptoms that may appear.

We appreciate your patience.

Best regards,
Support Team

Japanese:

{{customer_name}} 様

サポートへお問い合わせいただきありがとうございます。
「{{ticket_subject}}」についてご連絡いただきました。

ご報告いただいた内容を確認した結果、技術チームによる詳細調査が必要と判断いたしました。

**エスカレーション理由:** {{escalation_reason}}

以下の対応を進めます：
1. システムログと設定の分析
2. 必要に応じて関連チームとの連携
3. [SLA時間]以内に進捗をご報告

その間、追加の症状があればお知らせください。

ご理解のほどよろしくお願いいたします。

サポートチーム

---

Escalation Criteria

Automatic Escalation Conditions

Condition	Threshold	Action
Repeat same error	3+ times in 7 days	Request pattern analysis
Unknown error code	Not in KB index	Recommend new KB creation
Multi-system failure	2+ systems	Immediate escalation
Hardware replacement	KB determination	Vendor coordination

Priority Escalation Factors

Configure based on your business:

• VIP customers/locations
• High-traffic time periods
• Weekend/holiday handling
• SLA requirements

---

Escalation Handoff Format

When escalating to next-level support:

## Escalation Request

**Ticket Number:** #{{ticket_number}}
**Customer:** {{customer_name}}
**Issue Summary:** {{ticket_subject}}
**Confidence Score:** {{confidence_score}}

### Detected Information
- Error Code: {{error_code}}
- Device: {{device_type}}
- Symptoms: {{detected_keywords}}

### First Response Actions
- Referenced KB: {{kb_article}}
- Match Reason: {{match_reason}}
- Why Not Resolved: {{non_match_reason}}

### Escalation Reason
{{escalation_reason}}

### Recommended Investigation
1. {{investigation_item_1}}
2. {{investigation_item_2}}
3. {{investigation_item_3}}

### Related Information
- Similar past tickets: {{related_tickets}}
- Vendor contact needed: {{vendor_contact_needed}}

---

KB Index Configuration

Create a kb_index.json file with this structure:

{
  "version": "1.0",
  "kb_base_path": "./kb_articles",

  "auto_detection_patterns": {
    "error_code": {
      "pattern": "[Ee]rror\\s*(\\d+)",
      "priority": 1
    }
  },

  "confidence_thresholds": {
    "high": {"min_score": 80},
    "medium": {"min_score": 50, "max_score": 79},
    "low": {"min_score": 0, "max_score": 49}
  },

  "error_codes": {
    "10001": {
      "kb": "error_reference.md",
      "section": "Network Errors",
      "description": "Network connection error",
      "confidence": "high",
      "resolution_time": "5-15min"
    }
  },

  "keywords": {
    "printer": {
      "kb": ["printer_troubleshooting.md"],
      "aliases": ["printing", "print"],
      "confidence": "high",
      "category": "hardware"
    }
  },

  "categories": {
    "hardware": {
      "kb": ["hardware_guide.md"],
      "typical_resolution_time": "15-30min"
    }
  }
}

See references/kb_schema.json for the complete schema.

---

Usage Instructions

Basic Usage

1. With ticket ID:

   /helpdesk-responder Ticket #1234 response draft
   

2. With pasted content:

   /helpdesk-responder
   Please respond to:
   [paste email content]
   

3. With specific error:

   /helpdesk-responder Error code 30001 troubleshooting
   

4. In Japanese:

   /helpdesk-responder チケット#1234 日本語で回答
   

Output Format

The skill outputs:

1. Problem Analysis

   • Detected error codes
   • Identified devices/products
   • Symptom keywords
   • Confidence score

2. Referenced KB

   • Matched KB articles
   • Relevant sections
   • Solution applicability

3. Response Draft

   • Template applied
   • Copy-paste ready
   • Language option

4. Additional Actions

   • Follow-up questions (if info needed)
   • Escalation info (if required)
   • Vendor contacts (if applicable)

---

Customization Guide

Adapting to Your Organization

1. Create KB Articles

   • Write troubleshooting guides in Markdown
   • Use consistent structure

2. Configure kb_index.json

   • Map error codes to KB articles
   • Define keywords and aliases
   • Set confidence thresholds

3. Customize Templates

   • Update company name
   • Adjust tone and style
   • Add signature blocks

4. Set Escalation Rules

   • Define VIP criteria
   • Configure SLA timeframes
   • List vendor contacts

---

Version History

Version	Date	Changes
1.0	2025-12-28	Initial generic version