> ## Documentation Index
> Fetch the complete documentation index at: https://docs.spineworkspace.com/llms.txt
> Use this file to discover all available pages before exploring further.

# Support Skills: Capabilities of the Support Agent Layer

> Core skills in the Support domain: triage analysis, draft generation, incident review, SLA forecasting, and knowledge gap analysis.

Skills are reusable reasoning and action capabilities shared by Twin and domain agents in the Support workbench. They are not single-use scripts. They are operational competencies that apply across tickets, incidents, and escalations.

## Triage Analysis

Reading incoming items, comparing them to historical patterns, and proposing priority, type, and routing decisions automatically. This skill shortens the time from intake to first action.

## Draft Generation

Composing replies and escalation descriptions that reference customer history, knowledge articles, and relevant engineering work. Drafts are proposed in the SwiftSolve panel for review.

## Incident Review

Assembling timelines from multiple tickets, Slack threads, Sentry events, and PagerDuty pages to produce a coherent incident narrative. This supports faster root cause understanding.

## SLA Forecasting

Predicting SLA risk based on open volume, assignee load, and historical resolution curves. This skill helps managers rebalance queues before breaches occur.

## Knowledge Gap Analysis

Identifying recurring issues that lack knowledge articles, then drafting proposed content. This closes gaps between ticket deflection rates and actual coverage.

## Related

* [Support Index](/internal-docs/domains/support/index)
* [Capabilities](/internal-docs/domains/support/capabilities)
* [AI Workbench](/internal-docs/domains/support/ai-workbench)
* [Agents](/internal-docs/domains/support/agents)
* [Founder Ops](/internal-docs/domains/founder-ops/index)


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