--- name: customer-service-support-agent description: Agent Academy course for Support agent (Customer service). Five ordered steps of real, source-linked resources. version: 2026-10-15 updated_at: 2026-10-15T10:41:56Z source: https://siinxu.github.io/agent-academy/courses/customer-service/support-agent/ --- # Support agent · Customer service Goal: Learn to triage, answer and escalate customer requests with written policies, a help-desk MCP if allowed, and a self-check before sending. Permissions: Read-only by default. Help-desk MCP servers (Zendesk, Freshdesk, Intercom, ...) need API keys and can send replies; ask the owner first. Machine-readable version: https://raw.githubusercontent.com/SiinXu/agent-academy/main/academy/courses/customer-service/support-agent.json Skill pack: https://siinxu.github.io/agent-academy/packs/customer-service/support-agent.zip Changes feed: https://siinxu.github.io/agent-academy/api/changes.json Rules for the agent: read the steps in order. For each item open `raw` if present (mirrored text, license allows it), otherwise open `source`. Do not install or use anything marked needs_credentials or writes_external without asking your owner. ## Step 1: Enrol Read course.md: the job, the permissions it needs, and what good output looks like. - [tutorial] 2_1_support_ticket_agent. A structured output agent demonstrating Pydantic schema-based responses for customer support ticket creation. source: https://github.com/Shubhamsaboo/awesome-llm-apps/tree/main/ai_agent_framework_crash_course/openai_sdk_crash_course/2_structured_output_agent/2_1_support_ticket_agent raw: https://raw.githubusercontent.com/SiinXu/agent-academy/main/data/mirror/shubhamsaboo-awesome-llm-apps-ai-agent-framework-crash-course-openai-sdk-crash-course-2-st.md license: Apache-2.0 needs_credentials: false, writes_external: false - [tutorial] 3_1_customer_support_ticket_agent. A tutorial demonstrating how to implement a structured customer support ticketing system using Google's ADK (Agent Development Kit) framework. This example shows how to create type-safe, structured support tickets with p source: https://github.com/Shubhamsaboo/awesome-llm-apps/tree/main/ai_agent_framework_crash_course/google_adk_crash_course/3_structured_output_agent/3_1_customer_support_ticket_agent raw: https://raw.githubusercontent.com/SiinXu/agent-academy/main/data/mirror/shubhamsaboo-awesome-llm-apps-ai-agent-framework-crash-course-google-adk-crash-course-3-st.md license: Apache-2.0 needs_credentials: false, writes_external: false - [tutorial] Using tool_choice=required for customer service (OpenAI cookbook). Using Tool Required for Customer Service The ChatCompletion endpoint now includes the ability to specify whether a tool must be called every time, by adding tool_choice='required' as a parameter. This adds an element of source: https://github.com/openai/openai-cookbook/blob/main/examples/Using_tool_required_for_customer_service.ipynb raw: https://raw.githubusercontent.com/SiinXu/agent-academy/main/data/originals/openai-openai-cookbook-examples-using-tool-required-for-customer-service-ipynb.md license: MIT needs_credentials: false, writes_external: false - [tutorial] Customer service agent with tool use (Claude cookbook). Creating a Customer Service Agent with Client-Side Tools In this recipe, we'll demonstrate how to create a customer service chatbot using Claude 3 plus client-side tools. The chatbot will be able to look up customer info source: https://github.com/anthropics/claude-cookbooks/blob/main/tool_use/customer_service_agent.ipynb raw: https://raw.githubusercontent.com/SiinXu/agent-academy/main/data/originals/anthropics-claude-cookbooks-tool-use-customer-service-agent-ipynb.md license: MIT needs_credentials: false, writes_external: false - [awesome-list] 500 AI Agents Projects (includes customer service use cases). Curated collection of AI agent use cases across industries (incl. Customer Service, E-commerce) with links to open-source implementations, e.g. a LangGraph customer-support agent tutorial. source: https://github.com/ashishpatel26/500-AI-Agents-Projects raw: https://raw.githubusercontent.com/SiinXu/agent-academy/main/data/originals/ashishpatel26-500-ai-agents-projects.md license: MIT needs_credentials: false, writes_external: false ## Step 2: Pick a direction Choose one style, platform or channel from the reference library. Only one. - [plugin] Customer Support plugin (Anthropic knowledge-work-plugins). A customer support plugin primarily designed for [Cowork](https://claude.com/product/cowork), Anthropic's agentic desktop application — though it also works in Claude Code. Provides ticket triage, escalation management, source: https://github.com/anthropics/knowledge-work-plugins/tree/main/customer-support raw: https://raw.githubusercontent.com/SiinXu/agent-academy/main/data/mirror/anthropics-knowledge-work-plugins-customer-support.md license: Apache-2.0 install: claude plugin marketplace add anthropics/knowledge-work-plugins needs_credentials: false, writes_external: false - [template] Product Support Inbox Assistant. Helps you find and draft answers to product questions. Never sends emails without you. source: https://botsdots.site/templates/product-support-inbox-assistant license: template belongs to its creator (catalog CC0) install: https://x.ai/bot/Rw8d83KAzTYQWBAtAscin needs_credentials: false, writes_external: false - [template] Colombia Move. Bilingual help desk for the Colombia Move marketplace in Spanish or English source: https://botsdots.site/templates/colombia-move license: template belongs to its creator (catalog CC0) install: https://x.ai/bot/mWxeafjXItbC0_VcpSwqm needs_credentials: false, writes_external: false - [template] Customer Service. Customer service desk that drafts replies from your policy voice source: https://botsdots.site/templates/customer-service license: template belongs to its creator (catalog CC0) install: https://x.ai/bot/zC_-D00Dam5jmHf0t62l_ needs_credentials: false, writes_external: false - [template] X Signal Prospector. Sits on hold with customer support so you do not have to source: https://botsdots.site/templates/grok-customer-support license: template belongs to its creator (catalog CC0) install: https://x.ai/bot/1PSI6qQln1PowM5reA_8L needs_credentials: true, writes_external: false - [template] Customer Support Idiot Buffer. Calls customer support for you via a voice bridge and steers mid-call from chat source: https://botsdots.site/templates/customer-support-idiot-buffer license: template belongs to its creator (catalog CC0) install: https://x.ai/bot/PMCHyvumlOdCFNRifTDJW needs_credentials: true, writes_external: false - [template] Family WordPress helpdesk. A help desk for the relative who runs the family WordPress site source: https://botsdots.site/templates/family-wordpress-helpdesk license: template belongs to its creator (catalog CC0) install: https://x.ai/bot/7ySyCp6OurH0hlcKMAm_b needs_credentials: false, writes_external: false - [template] Grok Customer Support. Eggbot-pruned Twilio to Grok Voice bridge that calls customer support for you source: https://botsdots.site/templates/grok-customer-support-bizp license: template belongs to its creator (catalog CC0) install: https://x.ai/bot/BiZPnYmSfN63bjCVpn1mf needs_credentials: false, writes_external: false - [template] Holly Helpdesk. Runs the support inbox and help desk as a frontline agent source: https://botsdots.site/templates/holly-helpdesk license: template belongs to its creator (catalog CC0) install: https://x.ai/bot/sIoeE87fILU5CzptPF29K needs_credentials: false, writes_external: false - [template] XChat 고객센터 봇. 24/7 customer support bot that answers X Chat inquiries from the docs and URLs you choose, and can take a voice call when the customer wants one source: https://botsdots.site/templates/xchat-ec6g license: template belongs to its creator (catalog CC0) install: https://x.ai/bot/Ec6g2olzVFKq60cC-Jy5h needs_credentials: false, writes_external: false - [template] Google Business Profile Manager. You run one Google Business Profile for a local business: draft posts and review replies, audit the listing, clear Needs Attention → 100% Completeness, source: https://botsdots.site/templates/google-business-profile-manager license: template belongs to its creator (catalog CC0) install: https://x.ai/bot/IylsiGKgYwXYOOZ99_CwT needs_credentials: false, writes_external: false - [template] Review Reply Craft. Helps small local businesses write human-sounding Google review replies and turn goodwill into paid reply packs source: https://botsdots.site/templates/review-reply-craft license: template belongs to its creator (catalog CC0) install: https://x.ai/bot/wjIrg0RP6NeJOFVduz6n6 needs_credentials: false, writes_external: false - [template] Support Reply Drafter. Drafts a short care reply from a pasted support ticket or customer email, for you to send. source: https://botsdots.site/templates/support-reply-drafter license: template belongs to its creator (catalog CC0) install: https://x.ai/bot/ghYcuP9N4ymIYZeCZPoWO needs_credentials: false, writes_external: false - [template] HubSpot Helper. A HubSpot help desk that answers CRM, workflow, reporting and API questions with numbered steps checked against live HubSpot docs. source: https://botsdots.site/templates/hubspot-helper license: template belongs to its creator (catalog CC0) install: https://x.ai/bot/YELCIJ_5UrbwjP-4pm_Fx needs_credentials: true, writes_external: false ## Step 3: Learn the rules Read the required skills, prompts and standards in order. - [skill] customer-research. Multi-source research on a customer question or topic with source attribution. Use when a customer asks something you need to look up, investigating whether a bug has been reported before, checking what was previously to source: https://github.com/anthropics/knowledge-work-plugins/blob/main/customer-support/skills/customer-research/SKILL.md raw: https://raw.githubusercontent.com/SiinXu/agent-academy/main/data/originals/anthropics-knowledge-work-plugins-customer-support-skills-customer-research-skill-md.md license: Apache-2.0 install: npx skills add anthropics/knowledge-work-plugins --skill customer-research needs_credentials: false, writes_external: false - [skill] draft-response. Draft a professional customer-facing response tailored to the situation and relationship. Use when answering a product question, responding to an escalation or outage, delivering bad news like a delay or won't-fix, decli source: https://github.com/anthropics/knowledge-work-plugins/blob/main/customer-support/skills/draft-response/SKILL.md raw: https://raw.githubusercontent.com/SiinXu/agent-academy/main/data/originals/anthropics-knowledge-work-plugins-customer-support-skills-draft-response-skill-md.md license: Apache-2.0 install: npx skills add anthropics/knowledge-work-plugins --skill draft-response needs_credentials: false, writes_external: false - [skill] ticket-triage. Triage and prioritize a support ticket or customer issue. Use when a new ticket comes in and needs categorization, assigning P1-P4 priority, deciding which team should handle it, or checking whether it's a duplicate or k source: https://github.com/anthropics/knowledge-work-plugins/blob/main/customer-support/skills/ticket-triage/SKILL.md raw: https://raw.githubusercontent.com/SiinXu/agent-academy/main/data/originals/anthropics-knowledge-work-plugins-customer-support-skills-ticket-triage-skill-md.md license: Apache-2.0 install: npx skills add anthropics/knowledge-work-plugins --skill ticket-triage needs_credentials: false, writes_external: false - [system-prompt] customer-support. Elite AI-powered customer support specialist mastering conversational AI, automated ticketing, sentiment analysis, and omnichannel support experiences. Integrates modern support tools, chatbot platforms, and CX optimizat source: https://github.com/wshobson/agents/blob/main/plugins/customer-sales-automation/agents/customer-support.md raw: https://raw.githubusercontent.com/SiinXu/agent-academy/main/data/mirror/wshobson-agents-plugins-customer-sales-automation-agents-customer-support.md license: MIT needs_credentials: false, writes_external: false - [system-prompt] AI Customer Support Specialist. Act as an AI Customer Support Specialist to assist users with inquiries and provide solutions efficiently. source: https://prompts.chat/prompts/cmj81buvg0004tw0q1in0rkal_ai-customer-support-specialist raw: https://raw.githubusercontent.com/SiinXu/agent-academy/main/data/mirror/prompts-chat-ai-customer-support-specialist.md license: CC0-1.0 needs_credentials: false, writes_external: false - [system-prompt] Customer Support Reply Drafter (Empathy + Policy). Drafts support replies that stay warm, accurate, and policy-safe. source: https://prompts.chat/prompts/cmuvobkhb0004l307voj326w7_customer-support-reply-drafter-empathy-policy raw: https://raw.githubusercontent.com/SiinXu/agent-academy/main/data/mirror/prompts-chat-customer-support-reply-drafter-empathy-policy.md license: CC0-1.0 needs_credentials: false, writes_external: false ## Step 4: Do it Follow a workflow or case. Install a skill or MCP server only if you have permission. - [case] ai_customer_support_agent. This Streamlit app implements an AI-powered customer support agent for synthetic data generated using GPT-4o. The agent uses OpenAI's GPT-4o model and maintains a memory of past interactions using the Mem0 library with Q source: https://github.com/Shubhamsaboo/awesome-llm-apps/tree/main/advanced_ai_agents/single_agent_apps/ai_customer_support_agent raw: https://raw.githubusercontent.com/SiinXu/agent-academy/main/data/mirror/shubhamsaboo-awesome-llm-apps-advanced-ai-agents-single-agent-apps-ai-customer-support-age.md license: Apache-2.0 needs_credentials: false, writes_external: false - [case] OpenAI customer service agents demo (Agents SDK). This repository contains a demo of a Customer Service interface built on top of the [OpenAI Agents SDK](https://openai.github.io/openai-agents-python/). source: https://github.com/openai/openai-cs-agents-demo raw: https://raw.githubusercontent.com/SiinXu/agent-academy/main/data/originals/openai-openai-cs-agents-demo.md license: MIT needs_credentials: false, writes_external: false - [mcp] Zendesk MCP server. A Model Context Protocol server for Zendesk. source: https://github.com/reminia/zendesk-mcp-server raw: https://raw.githubusercontent.com/SiinXu/agent-academy/main/data/originals/reminia-zendesk-mcp-server.md license: Apache-2.0 install: see README (uv / Claude Desktop config); needs Zendesk API token needs_credentials: true, writes_external: false - [mcp] Freshdesk MCP server. A [Model Context Protocol (MCP)](https://modelcontextprotocol.io/) server that provides AI assistants with structured access to the [Freshdesk](https://www.freshdesk.com) customer support platform — tickets, contacts, co source: https://github.com/WYRE-AI/freshdesk-mcp raw: https://raw.githubusercontent.com/SiinXu/agent-academy/main/data/originals/wyre-ai-freshdesk-mcp.md license: Apache-2.0 (LICENSE file; GitHub API reports NOASSERTION) install: MCP Registry: io.github.WYRE-AI/freshdesk-mcp; needs Freshdesk API key needs_credentials: true, writes_external: false - [case] Customer Support Voice Agent. An OpenAI SDK powered customer support agent application that delivers voice-powered responses to questions about your knowledge base using OpenAI's GPT-4o and TTS capabilities. The system crawls through documentation we source: https://github.com/Shubhamsaboo/awesome-llm-apps/tree/main/voice_ai_agents/customer_support_voice_agent raw: https://raw.githubusercontent.com/SiinXu/agent-academy/main/data/mirror/shubhamsaboo-awesome-llm-apps-voice-ai-agents-customer-support-voice-agent.md license: Apache-2.0 needs_credentials: false, writes_external: false - [case] Customer Service. from __future__ import annotations as _annotations source: https://github.com/openai/openai-agents-python/tree/main/examples/customer_service raw: https://raw.githubusercontent.com/SiinXu/agent-academy/main/data/mirror/openai-openai-agents-python-examples-customer-service-main-py.md license: MIT needs_credentials: false, writes_external: false - [mcp] io.github.codespar/mcp-shopify. MCP server for Shopify — Admin REST API (orders, products, customers, inventory, fulfillments) source: https://github.com/codespar/mcp-dev-latam raw: https://raw.githubusercontent.com/SiinXu/agent-academy/main/data/originals/mcp-io-github-codespar-mcp-shopify.md license: MIT install: npx -y @codespar/mcp-shopify needs_credentials: true, writes_external: false - [mcp] HubSpot MCP. Every HubSpot Sales Hub feature, plus offline cross-object queries, property-change-history source: https://github.com/Servosity/msp-skills raw: https://raw.githubusercontent.com/SiinXu/agent-academy/main/data/originals/mcp-io-github-servosity-hubspot-mcp.md license: Apache-2.0 needs_credentials: true, writes_external: false - [mcp] com.mcparmory/shopify-admin. Manage products, orders, customers, inventory, and store configuration source: https://github.com/mcparmory/registry raw: https://raw.githubusercontent.com/SiinXu/agent-academy/main/data/originals/mcp-com-mcparmory-shopify-admin.md license: MIT install: uvx mcparmory-shopify-admin needs_credentials: false, writes_external: true - [mcp] io.github.MuhammadTalhaMT/intercom. Relays messages between two Claude Code sessions on different machines using the Channels API source: https://github.com/MuhammadTalhaMT/claude-intercom raw: https://raw.githubusercontent.com/SiinXu/agent-academy/main/data/originals/mcp-io-github-muhammadtalhamt-intercom.md license: MIT install: npx -y claude-intercom needs_credentials: true, writes_external: false - [mcp] io.github.fruggr/zendesk-mcp-server. Draft, translate and update Help Center articles and manage Zendesk tickets from your AI assistant. source: https://github.com/fruggr/zendesk-mcp-server raw: https://raw.githubusercontent.com/SiinXu/agent-academy/main/data/originals/mcp-io-github-fruggr-zendesk-mcp-server.md license: MIT install: npx -y @fruggr/zendesk-mcp-server needs_credentials: true, writes_external: true - [mcp] Zendesk. Zendesk MCP server for Model Context Protocol hosts source: https://github.com/mindstone/mcp-servers license: NOASSERTION install: npx -y @mindstone/mcp-server-zendesk needs_credentials: true, writes_external: false - [mcp] HasData Shopify. The public product catalogue and collections of any Shopify storefront, as structured JSON. source: https://github.com/HasData/shopify-mcp raw: https://raw.githubusercontent.com/SiinXu/agent-academy/main/data/originals/mcp-com-hasdata-shopify.md license: MIT install: npx -y @hasdata/shopify-mcp needs_credentials: true, writes_external: false - [mcp] io.github.michaelrice/zendesk-mcp. Zendesk MCP server for Claude Code and other MCP clients source: https://github.com/michaelrice/zendesk-mcp raw: https://raw.githubusercontent.com/SiinXu/agent-academy/main/data/originals/mcp-io-github-michaelrice-zendesk-mcp.md license: Apache-2.0 install: uvx zendesk-mcp needs_credentials: false, writes_external: false - [mcp] io.github.alex-brecher/shopify-multi-store. Connect AI agents to multiple Shopify Admin stores for reports, comparisons, and guarded updates. source: https://github.com/alex-brecher/shopify-multi-store raw: https://raw.githubusercontent.com/SiinXu/agent-academy/main/data/originals/mcp-io-github-alex-brecher-shopify-multi-store.md license: MIT install: npx -y shopify-multi-store-mcp-server needs_credentials: false, writes_external: true - [mcp] io.github.nazariinalyvaikobs/shopify-store-builder-mcp. MCP server for building Shopify stores via the Admin GraphQL API: themes, pages, and navigation source: https://github.com/nazarii-nalyvaiko-bs/EasyCrm-MCP license: unknown (registry metadata: CC-BY-4.0 docs; server license not stated) install: npx -y shopify-store-builder-mcp needs_credentials: true, writes_external: false ## Step 5: Self-check Go through the checklist and report the result to your owner. - [benchmark] tau2-bench (customer-service agent benchmark). τ-bench family benchmark (MIT) that simulates user–agent conversations in customer-service domains (retail, airline, telecom, banking) with tools, policies and automatic task evaluation. source: https://github.com/sierra-research/tau2-bench raw: https://raw.githubusercontent.com/SiinXu/agent-academy/main/data/originals/sierra-research-tau2-bench.md license: MIT needs_credentials: false, writes_external: false - [skill] customer-escalation. Package an escalation for engineering, product, or leadership with full context. Use when a bug needs engineering attention beyond normal support, multiple customers report the same issue, a customer is threatening to ch source: https://github.com/anthropics/knowledge-work-plugins/blob/main/customer-support/skills/customer-escalation/SKILL.md raw: https://raw.githubusercontent.com/SiinXu/agent-academy/main/data/originals/anthropics-knowledge-work-plugins-customer-support-skills-customer-escalation-skill-md.md license: Apache-2.0 install: npx skills add anthropics/knowledge-work-plugins --skill customer-escalation needs_credentials: false, writes_external: false ### Checklist - [ ] Every reply answers the customer's actual question in the first two sentences. - [ ] Refunds, cancellations and account changes follow the written policy; anything outside it is escalated, not improvised. - [ ] Tickets are tagged with category and priority (P1-P4) before they are answered. - [ ] No customer data, order numbers or emails are pasted into third-party tools that are not approved. - [ ] Sending a reply, closing a ticket or issuing a refund through an MCP server happens only after the owner approved that tool. - [ ] Knowledge-base articles cite the ticket pattern they came from and are reviewed before publishing. - [ ] Escalations include a one-paragraph summary, what was tried, and what the customer was told. Report back to your owner: what you learned (5 bullets), which items you installed (none without approval), and the checklist results.