How to Use the Support Agent in GetGenerative.ai: A Step-by-Step Guide
The Support Agent in GetGenerative.ai is built to transform how managed services are delivered post-implementation. It automates the lifecycle of resolving support tickets by reusing implementation history, metadata, and documentation, enabling faster, more consistent, and scalable support.
This agent is not standalone — it works best when your org has already used the Pre-Sales, Design, Build, and Test Agents.
Getting Started
The Support Agent dashboard includes a summary of all ongoing support activity:
- Open Tickets
- Unresolved Tickets
- Closed Tickets
- Time Saved (via automation)
Support managers and consultants can view all submitted change requests along with search and filter options for:
- Assignee
- Theme
- Epic
- Status
- Priority
Each ticket is tracked by a unique Ticket ID, and clicking on it opens a detailed view.
Ticket View: What You’ll See
When a user clicks a Ticket ID, they’re taken to the full detail page, which includes:
1. Ticket Metadata
- Title
- Theme
- Epic
- Status (e.g., New, In Progress)
- Priority (e.g., High, Medium)
- Assignee
2. Description
The issue described by the stakeholder or end user (e.g., “Unable to sync data between Salesforce and external ERP system”).
Intelligent Ticket Processing
Once the ticket is submitted, the Support Agent begins processing using AI. It pulls from:
- Project documentation
- Linked metadata
- User stories
- Configuration workbook
- Previously generated solutions
It then auto-generates the following:
✅ Functional Requirements
Clearly stated functional needs that relate to the support issue.
✅ Solution Description
A regenerated low-level solution that includes:
- Assumptions
- Org dependencies
- Key features
- Expected outcomes
- Editable technical writeup
✅ Configuration Details
The system outlines the fix needed in terms of:
- Type (e.g., Apex Class, LWC)
- Category/Sub-category
- Description of work
- Associated Theme, Epic, Cloud
- Status
- Linked user stories
Linked User Stories
Every support task is traceable to one or more user stories. This ensures:
- Full historical context
- Seamless alignment with original requirements
- Accurate updates across design and documentation
Syncing & Resolution
Once the issue is analyzed and resolved, the Support Agent allows:
- Documentation to be regenerated or updated
- Tickets to be marked “Closed”
- Syncing back to your support platform (JIRA, Zendesk, or Salesforce Case Management)
Key Benefits
✅ Closes tickets faster with AI-generated solutions
✅ Ensures fixes are aligned to past implementations
✅ Reduces manual overhead by auto-generating config/code
✅ Maintains clean documentation post-resolution
✅ Enables consistent managed services for SIs and customers
FAQs
1. What will the Support Agent do?
It analyzes incoming support tickets and auto-generates functional fixes, config/code tasks, and updated documentation.
2. Will it integrate with external platforms?
Yes — planned integrations include JIRA, Zendesk, and Salesforce Case Management.
3. Will it update my project documentation?
Absolutely. Ticket resolutions, updated configs, and solution documents are synced to maintain lifecycle continuity.
