Resume1 Help Desk Ticket — AI skill for Claude Code

Help Desk Ticket Resolution Agent

An autonomous AI agent that triages and resolves customer support tickets, built with the [Claude API](https://docs.claude.com).

The problem

Most support teams waste time on the same repetitive steps for every ticket: look up the customer, check if there's already an answer in the knowledge base, and figure out whether this is something that can be answered directly or needs a human. That triage work is repetitive but still requires judgment — a bad automated reply to a frustrated or billing-sensitive customer causes more damage than it saves.

What this agent does

Given a ticket, the agent autonomously:

1. Checks the customer's account — looks up plan, order history, status
2. Searches the knowledge base — finds a relevant existing answer if one exists
3. Decides how to respond:
   • Drafts a grounded reply if it found a clear, confident answer
   • Escalates to a human if the issue is billing-sensitive, the customer sounds frustrated/angry, or no clear answer was found

The judgment about *when to escalate vs. resolve* lives in the system prompt, not hardcoded rules — this is the core difference between a simple chatbot and an agent: it reasons about the situation rather than following a fixed script.

Example run

=== Ticket from jane@example.com ===
Message: Hi, my order #4471 arrived damaged. I'd like a refund please.

  -> called check_account({'email': 'jane@example.com'}) => Plan: Pro. Last order #4471, status: delivered Sept 12.
  -> called search_knowledge_base({'query': 'refund damaged order'}) => Refund policy: full refund within 30 days of delivery, no questions asked.
  -> called draft_reply({'message': '...'}) => [DRAFT REPLY SAVED]

Agent outcome: Resolved directly — refund approved per policy, reply drafted.

=== Ticket from sam@example.com ===
Message: I can't log in... this is the third time I'm emailing about this and I'm about to cancel.

  -> called check_account({'email': 's