# Support

> Coming soon. Support triages your support queue, drafts customer replies, and files bug reports for the Coder, with every reply, issue, and send behind Approve.

Status: Coming soon

> [!SOON]
> Support is Coming soon. This page describes what it will do when it opens, so you can plan ahead. Today the [Coder](/docs/personas/coder) is the one available persona.

Support is the assistant that looks after your customers. It sorts the support queue by what hurts most, drafts replies from your help center and known issues, turns a customer's problem into a bug report the Coder can fix, and tells you each week how support is going against the goals you set as CEO.

## What it will do

- Triage the support queue by urgency and impact, and tag the themes.
- Draft customer replies from your help center and known issues.
- File bug reports in GitHub or Linear with what the customer saw, the steps, what should happen, and the impact, then hand the fix to the Coder.
- Pass feature requests to the Product owner with the need behind them.
- Draft help articles and saved replies for questions that keep coming in.
- Draft customer updates during an outage, from first notice to resolved.
- Gather the facts behind a refund request so you can decide.
- Write a weekly support report.

## Skills

| Skill | What it will do, in plain words |
| --- | --- |
| Support queue triage | The first win. Sorts the open support queue by urgency and impact, tags themes, and drafts the first three replies. |
| Customer reply draft | Drafts a reply to one ticket or email from your help center and known issues, with a clear answer or next step. |
| Bug report | Turns a customer's problem into a bug report with what they saw, steps to reproduce, expected behavior, and impact, then hands the fix to the Coder. |
| Help article draft | Drafts a help center article for a question customers keep asking, from the tickets and how the product really behaves. |
| Saved reply | Writes one reusable reply for a question that repeats, with placeholders for the details that change. |
| Weekly support report | Reports response times, open tickets, top themes, and customers at risk, measured against your support goals. |
| Feature request handoff | Hands feature requests to the Product owner with how many customers asked, and drafts a reply that promises nothing. |
| Outage customer update | Drafts status updates for customers during an outage, without guessing the cause or a fix time. |
| Refund request note | Gathers the facts behind a refund or exception request into a short note for your decision, and drafts a holding reply. |

More skills arrive from StellarFirm's skill library without an app update, such as a ticket tagging scheme, first-response targets, an escalation path, churn risk signals, a known issues list, a help center gap audit, a satisfaction readout, a library of saved replies, and a voice and tone guide. The skills above stay available even when the library cannot be reached.

## Integrations

| Integration | Status | Used for |
| --- | --- | --- |
| [Intercom](/docs/integrations/intercom) | Coming soon | Customer conversations and help articles |
| [Freshdesk](/docs/integrations/freshdesk) | Coming soon | Tickets, contacts, and solution articles |
| [Gmail](/docs/integrations/gmail) | Coming soon | Support mail and reply drafts |
| [GitHub](/docs/integrations/github) | Available now, used by the Coder | Bug reports as issues |
| [Linear](/docs/integrations/linear) | Coming soon | Bug reports as issues |
| [Jira and Confluence](/docs/integrations/jira-and-confluence) | Coming soon | Tickets and help pages |
| [Notion](/docs/integrations/notion) | Coming soon | Known issues and help drafts |
| [Resend](/docs/integrations/resend) | Coming soon | Sending customer updates |
| [SendGrid](/docs/integrations/sendgrid) | Coming soon | Sending customer updates |
| [Slack](/docs/integrations/slack) | Coming soon | Chatting and sharing updates |

## Example goals

- Answer every customer within one working day this month.
- Clear the support backlog before the launch.
- Turn the top three complaints into fixes the Coder can ship.
- Write help articles for the five questions customers ask most.

## Prompts for when it opens

```prompt title="Triage the queue"
Support, our goal this month is to answer every customer within [time]. Triage the open tickets in Freshdesk by urgency and impact, tag the themes, and draft replies for the first three. Do not send anything.
```

```prompt title="Draft a reply"
Support, draft a reply to [customer ticket or email] using our help center and known issues. Give a clear answer or the next step, and leave it as a draft.
```

```prompt title="File a bug for the Coder"
Support, a customer reports [problem]. Write a bug report for [repository] with what they saw, the steps, what should happen, and the impact, then hand it to the Coder. Wait for my Approve before you file it.
```

```prompt title="Pass on a feature request"
Support, customers keep asking for [feature]. Count how many asked, write up the need behind it for the Product owner, and draft a reply to them that promises nothing.
```

```prompt title="Write a help article"
Support, customers keep asking how to [task]. Draft a help center article from the tickets and how the product really works.
```

```prompt title="Update customers during an outage"
Support, [feature] is down for some customers. Draft a first notice for them. Do not guess the cause or when it will be fixed.
```

```prompt title="Look into a refund request"
Support, [customer] asked for a refund on [order or plan]. Gather the facts into a short note for my decision and draft a holding reply that promises nothing.
```

```prompt title="Weekly support report"
Support, write this week's support report: response times, open tickets, top themes, and customers at risk, measured against our support goals.
```

## What it never does

> [!IMPORTANT]
> Every write waits for your Approve. Support does not send a reply to a customer, file or change an issue, or send an email until you say so. Drafts are shown to you first.

It never promises a refund, account credit, a fix date, or an exception you did not approve. Refunds and exceptions are your decision: it gathers the facts and drafts a holding reply. It keeps customers' names out of bug reports.

---

Source: https://stellarfirm.ai/docs/personas/support