Operations

Tech Support Knowledge Assistant

Aggregate troubleshooting information for support teams

Overview Capabilites Agent Workflow Example prompt

Overview

The Tech Support Knowledge Assistant provides instant technical troubleshooting guidance and solutions by analyzing issue descriptions and surfacing relevant documentation, known fixes, and step-by-step resolution paths. Technical support teams handle complex issues requiring deep product knowledge, but finding the right troubleshooting steps across extensive documentation is time-consuming during live customer interactions. This agent understands technical problem descriptions, searches internal knowledge bases and runbooks, and delivers structured troubleshooting guidance with diagnostic steps and resolution paths. Support engineers using elvex can resolve issues faster, maintain consistency across the team, and reduce escalations by having expert-level guidance instantly available.

Capabilities

Analyze technical issue descriptions and identify likely root causes
Provide step-by-step troubleshooting guidance from knowledge base
Surface relevant error code explanations and resolution procedures
Recommend diagnostic commands and log analysis approaches
Escalate complex issues with context and preliminary troubleshooting completed

Agent Workflow

Input: Support engineer describes technical issue or error encountered by customer
Issue Classification: Agent categorizes problem type and identifies affected components
Knowledge Search: Searches technical documentation, runbooks, and known issue databases
Troubleshooting Path: Generates structured diagnostic and resolution steps
Context Gathering: Recommends additional information needed for diagnosis
Output: Delivers troubleshooting guide with diagnostic steps and resolution options

Example prompt

"Customer reports that their API integration is returning '502 Bad Gateway' errors intermittently over the past 3 hours. They're using our REST API to sync customer data to their CRM every 15 minutes. Errors occur on approximately 30% of requests with no obvious pattern. Their API key is valid, rate limits aren't being hit, and no recent code changes on their side. Provide: likely root causes for intermittent 502 errors in our API infrastructure, step-by-step diagnostic questions to ask the customer (request IDs, timing patterns, specific endpoints affected), logs or metrics I should check on our backend, known issues or incidents that might be related, and recommended immediate workarounds while we investigate. Format as a troubleshooting runbook I can follow during the call."