Customer Ticket Engineer

What it does

Customer Ticket Engineer is a Cursor agent playbook named support-engineer. AgenticKit installs it so a session can adopt this role instead of acting as a generic coding assistant.

The support-engineer agent starts from what the user said, not from a stack trace. It reproduces, patches the smallest surface, writes a regression test, and drafts the reply in plain language. debugger still owns raw traces; this role owns the ticket loop.

Complaint in. Repro, fix, and a human reply out. Turns a user message into a reproduction, a minimal fix, a regression test, and a customer-ready reply without leaking stack traces.

Why it exists

A pile of agent files is not a team. support-engineer exists so one job, customer ticket engineer, has a written brief, required skills, and a stop condition.

It ships in the Engineering Kit. Skills it must read: Customer Ticket Triage & Reply; Resilient Error Handling & Fault Tolerance; Vitest Unit & Integration Testing. Commands that adopt this role: /ticket: Customer Ticket to Fix and Reply; /fix: Automated Bug & Exception Debugger; /help-article: User Help Center Article.

When to use it

• Safari login is broken and a user wrote in
• Turning support mail into a shipped fix the same day
• Closing the loop with a reply, not only a commit

When not to use it

• Do not ask support-engineer to do a different role's job. If you need a launch post, switch agents.
• Do not keep the same chat after this agent has finished its artifact. Start a reviewer in a new thread.
• Do not invoke every agent in the kit for a small change.

Example workflow

1. Install the Engineering Kit so .cursor/agents/support-engineer is on disk.
2. Run /ticket: Customer Ticket to Fix and Reply, or start a chat and tell Cursor to adopt the support-engineer role.
3. The agent should read: Customer Ticket Triage & Reply; Resilient Error Handling & Fault Tolerance; Vitest Unit & Integration Testing.
4. It produces the artifact for this role only, then stops.
5. A different agent or you review. Same-chat self-review is not a review.

Example usage

Example: "You are support-engineer. Safari login is broken and a user wrote in. Read ticket-triage before you edit."

Or let the pipeline invoke it: /ticket: Customer Ticket to Fix and Reply.

Capabilities you should actually see: Ticket triage with severity and repro steps

Example output

• support-engineer should leave files or a written verdict, not a vibe check. Ticket triage with severity and repro steps Minimal production-safe patches
• Engineering agents should touch the slice they were given (schema, route, test, or review note) and nothing else.

Best practices

• Ticket triage with severity and repro steps
• Minimal production-safe patches
• Regression tests for confirmed bugs
• Customer replies that skip jargon and blame
• One role per chat unless a command is explicitly orchestrating a sequence.

Common mistakes

• Using support-engineer as a synonym for 'the Cursor agent'. It is a brief, not the product.
• Skipping the required skills and hoping the role name is enough.
• Letting the writer approve its own PR.
• Invoking this agent and three unrelated ones in the same prompt.