| name | ai-support |
| description | Investigates customer-reported issues with structure: reproduces, traces to code, documents resolution, builds a searchable knowledge base organized by ticket ID. Trigger for 'a user is reporting that', 'customer complaint', 'support ticket', 'investigate this bug report', 'search past support cases'. Not for production incidents; use /ai-postmortem instead. Not for internal dev bugs; use /ai-debug instead. Not for feature requests; open a GitHub Issue with the enhancement label. |
| effort | mid |
| argument-hint | start [ticket-id]|find [query] |
Support
Structured customer-support investigation: organize findings by ticket, link to code + PRs, build a searchable knowledge base of resolved issues. Storage: .ai-engineering/support/{YYYY-MM-DD}/{ticket-id}/investigation.md (date-organized for chronological browsing).
/ai-support start TICKET-4521 # start investigation (any ID format)
/ai-support find timeout # search past investigations
/ai-support find # list all investigations
Modes
start — new investigation
- Check existing — if a
{ticket-id} directory exists under .ai-engineering/support/, resume it instead of duplicating.
- Create —
.ai-engineering/support/{date}/{ticket-id}/.
- Scaffold
investigation.md from template:
# {ticket-id}: {title}
**Date**: YYYY-MM-DD
**Customer**: {name/org if known}
**Status**: investigating | resolved | escalated
**Priority**: p1 | p2 | p3
## Issue
{Customer's description -- verbatim or summarized}
## Environment
- Product version:
- OS/Platform:
- Configuration:
## Steps to Reproduce
1. {Step}
2. {Expected vs actual behavior}
## Findings
{Root cause analysis}
## Resolution
{Fix applied, workaround, or escalation path}
## Related
- Code: {file paths}
- PR: {links}
- Notes: {links to /ai-note entries}
- Investigate + update — explore relevant code paths, check recent changes and error patterns; keep
investigation.md current as findings emerge.
find [query] — search investigations
- Search — scan
.ai-engineering/support/ for matching content.
- Rank — recency, then relevance.
- Present — ticket-id, date, title, status, resolution summary.
Workflow
Principles: §10.4 DRY (one investigation template + knowledge base, no per-ticket ad-hoc format).
- Reproduce — attempt to reproduce locally using the reported steps.
- Isolate — narrow to the specific code path, configuration, or data condition.
- Root cause — identify why (bug, misconfiguration, edge case, expected behavior).
- Resolve — one of: Fix (open a PR via
/ai-pr, link it), Workaround (document steps), Escalate (mark escalated + reason + target team), Won't fix (document rationale).
Examples
User: "a user is reporting timeouts on TICKET-4521, investigate"
/ai-support start TICKET-4521
Scaffolds .ai-engineering/support/2026-05-08/TICKET-4521/investigation.md, attempts to reproduce, traces affected code paths, documents findings.
Integration
Called by: user directly when triaging a customer report. Calls: /ai-pr (when fixing requires a code change). See also: /ai-postmortem (production incidents), /ai-debug (internal-only bugs), /ai-note (cross-link findings).
$ARGUMENTS
