Customer support
Known issues, incident history and product docs, cited in every answer.
Who it's for
Support agents and leads, customer success managers, and the AI agents that draft replies for them.
What Workstate does for you
In one search, your agent checks Jira for known issues, your help pages for the documented answer and the ledger for open incidents. Each answer cites the issue or page it came from, so you can check it before it reaches a customer. When support learns something new, such as a workaround or a bug engineering hasn't seen, the agent records it where engineering's agents will find it.
The prompts below are illustrative. Change the project keys and page names to your own.
Check for a known issue
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A customer says CSV exports time out for large accounts. Search Jira and the ledger for a known issue. Tell me whether it's resolved, what the workaround is, and cite the issue.Each indexed Jira issue carries its status, priority, resolution, labels, dates, description and comments, and a link back to the issue. So the agent can tell an open bug from a fixed one.
Draft an answer from your help pages
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Draft a reply explaining how a customer rotates their API key. Use only our Confluence help pages, cite each page you use, and say so if they don't cover it.Check incident status
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Is there an open incident about login failures? Give me its current state from the ledger, and a two-sentence summary I can send to customers.Record what support learned
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Record a defect in project "support": large CSV exports time out after 60 seconds. Include the steps to reproduce, the workaround we gave, and the ticket SUP-1423.Sources to connect
Available now
- Jira, for support and engineering projects. Each issue is indexed with up to 500 comments.
- Confluence, for help center and knowledge base spaces.
- Upload files, for release notes, product guides and saved replies exported as documents.
Coming soon
- Slack Coming soon
- Google Drive Coming soon
- Email Coming soon
Instructions to give your agents
Add these rules to the shared agent instructions:
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- Answer only from what search returns. Cite the issue key or page for every claim, and say plainly when nothing covers the question.
- Before answering about an outage or error, search the ledger for open incidents.
- Record new workarounds and reproducible bugs as defect topics in project "support", with the ticket key.
- Never put a customer's personal data in a ledger topic.Ledger habits
- Defect for a reproducible bug that support found, with steps and the ticket key.
- Incident for a customer-facing outage. Write the current state so a support agent can read it: what's affected, and the workaround.
- Investigation for a report that turned out to have another cause, such as a customer's network. The next similar report goes faster.
- Decision for a support policy, such as when you grant a credit, so every agent gives the same answer.
An illustrative example
Illustrative
A customer reports that exports fail. The support agent's assistant searches and finds SUP-1423, resolved as fixed two weeks ago. It also finds support-0009, a defect topic with a workaround for accounts on the old plan. It drafts a reply that cites both.
The support agent opens the two citations, sees the customer is on the old plan, and sends the workaround. The next time an engineer's agent works on the export code, its ledger search finds support-0009.
Limits to know
- Jira and Confluence sync once a day by default. An admin can choose a shorter schedule, and anyone can select Sync now.
- Workstate reads Jira and Confluence as the Atlassian account whose API token you enter, and indexes only the spaces and projects you name. Use an account that can see only what everyone in the namespace may read.
- Everyone with access to the namespace sees every indexed issue, including internal comments. If a project holds sensitive customer data, give it its own namespace or leave it out.
- Ledger history is append-only. Archiving a topic hides it from search but doesn't erase it, so keep personal data out of topics.