// what it does
- 01Summarize. Read the incoming email from Gmail and distill the customer's issue, the product area, and any error details into a concise summary.
- 02Search docs. Search the workspace knowledge base for articles that address the issue, so a known answer can be surfaced quickly.
- 03Open a ticket. Create a Jira ticket with the summary, relevant links, and a severity guess, and assign it to the team that owns that product area.
- 04Acknowledge. Reply to the customer to confirm we've received their request and share the ticket reference and any immediately helpful doc.
// guardrails in the draft
Do not promise a fix, timeline, or refund in the acknowledgment — confirm receipt and set expectations only.
If the email looks urgent (outage, security, data loss) or is from a VIP account, flag it for immediate human attention rather than only ticketing.
When the product area or owning team is unclear, route to a triage/default queue rather than guessing.
Never share another customer's information in a reply.