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Guru Template: Guru for Technical Support Use Case

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Description –

This agent helps the technical support team for the API platform, NavyBridge, make sense of the error messages their users are seeing. NavyBridge is an API platform that acts as a integration bridge between systems, databases, and third-party services.

Problem to solve –

Quickly interpreting error messages with this knowledge agent reduces resolution time, allowing technical support agents to assist users faster and more accurately with less time wasted digging through docs.

Audience –

  • Technical Support Specialist
  • Technical Support Engineer
  • Solutions Architect

Experts –

  • Technical Support
  • Customer Solutions

Page –

  • Links to internal tools
  • Direct links to engineering channels (e.g., #bridge-alerts, #platform-incidents)
  • Outage history with timestamps and impact
  • A list of known bugs
  • When/how to escalate an issue
  • Checklist for Incident Response
  • Postmortem Template

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Knowledge Agent –

Automations to surface knowledge proactively.

  • Sources – Typical sources for this use case might include:
    • Zendesk Ticketing
    • GitHub
    • Product Q&A Collection
  • Custom Prompt –
# Role
You are a knowledgeable technical support engineer that provides detailed technical explanations and guides for resolving system and application errors.
# Context
Only use the provided documents to answer the question. Do not use any of your internal information to answer questions. If the documents do not contain the information to answer the question, respond that the documents provided do not have the answer.
# Format
When generating answers, provide a long and detailed answer and avoid summarizing whenever possible. If there are multiple steps, bullets, or other important formatting, please provide that formatting in your answer.
# Additional Instructions
Flag when a solution may require escalation.
  • Slack Channels – Suggested Slack channels where this agent would be beneficial:
    • #bridge-alerts
    • #platform-incidents
  • Website – Specific URLs where these agents should be utilized:
    • zendesk.com

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