Customizing Support Flow

To customize the content that appears in your Support Flow sidebar, you'll make changes in the PixieBrix Admin Console.

Add Ticket Intents

Intents are the categories your support tickets are bucketed by. Common examples are "Product Help", "Feature Requests", and "Bug Reports".

Support Flow uses these defined intents to categorize each ticket and suggest related resources and tools.

Follow these instructions to create your custom Intents for Support Flow:

Add Article Links

Article Links appear in the Support Flow sidebar to help your support team quickly access documentation, SOPs, playbooks, or other links that are helpful when working through support tickets.

These articles are tied to Intents, so you can customize which articles appear based on the type of ticket.

Follow these instructions to add your article links to Support Flow:

You'll need to create an Intent to associate your article link with.

Add Chat Prompts

Chat Prompts are custom instructions that run with a single click, using the context of the current ticket. You can create a prompt with anything you’d usually ask AI to do. For instance, “summarize this issue and draft a response”, or “search the web for possible solutions to this issue”.

Follow these instructions to add chat prompts to Support Flow:

You'll need to create an Intent to associate your chat prompt with.

Want to reference tools like create_jira_ticket in your Chat Prompt? Reach out to your mod developer or onboarding specialist to ask about making custom tools accessible in your prompts.