Support Ticket Knowledge-Base Workflow

This folder contains an agent and two skills for reviewing Telerik Support Heroes threads and turning eligible AJAX resolutions into documentation work.

What is included

• Support ticket KB workflow agent runs the complete queue workflow from Support Heroes review through the applicable documentation and publication steps.
• Documentation semantic search skill searches the full local documentation repository and decides whether a ticket is covered, unsuitable, requires manual review, or is a KB candidate.
• KB review and repair skill checks an accepted draft against local documentation rules, repairs it when appropriate, and validates the result.

The two skills are stages in the agent workflow. Run semantic search before KB review and repair.

Use the complete agent

The agent identifier is telerik-support-ticket-kb-workflow. Select that agent in the VS Code agent picker before sending the request.

1. Prepare the required information

Have these values ready:

• Support Heroes My Threads URL: https://supportheroes.telerik.com/my-threads
• Product: AJAX, with all AJAX products selected
• Exact date period, including start and end dates
• Local repository: C:\work\ajax-docs

The agent uses the templates in skills/telerik-documentation-kb-review-and-repair/references/.

2. Invoke the agent in VS Code

To invoke telerik-support-ticket-kb-workflow, open Copilot Chat and select telerik-support-ticket-kb-workflow from the agent picker. Then send a request containing the required values. For example:

Review all Support Heroes tickets for the AJAX product from 2026-10-01 through
2026-10-21. Use https://supportheroes.telerik.com/my-threads and the local
repository C:\work\ajax-docs. Complete the workflow for every ticket and report
the final disposition for the full queue.

The date range in the example is illustrative. Replace it with the requested period.

3. Complete interactive login if prompted

If Support Heroes requests authentication, sign in in the opened browser page. Do not send credentials in chat. The agent continues from the same browser page after login.

4. Let the agent enumerate the complete queue

The complete run has five phases: queue enumeration, ticket assessment, accepted-draft generation, repository review and repair, and preview and publication of verified new articles.

The agent applies the product and date filters, verifies the filtered Ticket Search results, reads every result page, and deduplicates ticket IDs. It then reviews tickets one at a time, newest first. A candidate tag alone does not make a ticket eligible.

5. Review the ticket decisions

Each in-scope ticket receives one of these decisions: