OwnAgents · THE CUSTOMER AGENT

SupportAgent. Resolves tickets with the whole company in context.

SupportAgent answers with the full picture. It triages every ticket in OwnDesk, pulls the account, contract, and payment context from OwnCRM, and drafts resolution-ready responses — escalating with a complete context bundle when a human should decide.

OwnDesk OwnCRM

30Configured tasks in the registry

12Cross-app workflows it participates in

2 appsIn its permission scope — Desk, CRM

100%Actions authorized by OwnCentral & audited

The configured task registry

Every task it ships with, by app.

These are real entries from the OwnAgents task catalog — each one a verified, replayable operation against the app’s API, with permissions scoped by OwnCentral and every execution written to the audit log.

OwnDesk15 tasks

Create ticketCreate a ticket in OwnDesk
Create slaCreate a sla in OwnDesk
Create queueCreate a queue in OwnDesk
Create macroCreate a macro in OwnDesk
Create kb articleCreate a kb article in OwnDesk
Create customerCreate a customer in OwnDesk
Create agentCreate an agent in OwnDesk
Create teamCreate a team in OwnDesk
Demo accounts testrunUI screen probe from the OwnDesk TestRun script (Demo Accounts)
2 dashboard overview testrunUI screen probe from the OwnDesk TestRun script (2. Dashboard (Overview)/2.1 Stat Cards (top row))
2 dashboard overview testrunUI screen probe from the OwnDesk TestRun script (2. Dashboard (Overview)/2.2 Ticket Volume (30-Day Trend))
4 knowledge base testrunUI screen probe from the OwnDesk TestRun script (4. Knowledge Base/4.2 Categories)
4 knowledge base testrunUI screen probe from the OwnDesk TestRun script (4. Knowledge Base/4.3 Status Filter)
5 customers testrunUI screen probe from the OwnDesk TestRun script (5. Customers)
7 automations testrunUI screen probe from the OwnDesk TestRun script (7. Automations/7.2 SLA Policies Tab)

OwnCRM15 tasks

Create contactCreate a contact in OwnCRM
Create companyCreate a company in OwnCRM
Create dealCreate a deal in OwnCRM
Create leadCreate a lead in OwnCRM
Create activityProbe the activity surface in OwnCRM
Create campaignCreate a campaign in OwnCRM
Create taskCreate a task in OwnCRM
Create noteCreate a note in OwnCRM
Create quoteProbe the quote surface in OwnCRM
Create pipelineCreate a pipeline in OwnCRM
Create sequenceCreate a sequence in OwnCRM
1 dashboard testrunUI screen probe from the OwnCRM TestRun script (1. Dashboard)
3 companies testrunUI screen probe from the OwnCRM TestRun script (3. Companies)
8 campaigns testrunUI screen probe from the OwnCRM TestRun script (8. Campaigns)
12 forecast testrunUI screen probe from the OwnCRM TestRun script (12. Forecast)

Cross-app workflows

Where it works across the stack.

Because every app shares one control plane and one event bus, SupportAgent composes multi-app workflows no siloed tool could attempt:

OwnCRM → OwnTasksOwnCRM deal in negotiation → OwnTasks follow-up task that carries the deal id
OwnITSM → OwnDeskOwnITSM incident → OwnDesk public ticket mirroring it (id in subject)
OwnSign → OwnDeskOwnSign envelope sent → OwnDesk signer-reminder ticket carrying envelope id
OwnMAP → OwnDeskOwnMap location pinned → OwnDesk ticket scoped to that location
OwnDesk → OwnChatOwnDesk ticket escalated to the support channel in OwnChat — message carries the ticket id
OwnChat → OwnDeskOwnChat message reporting an issue → OwnDesk ticket whose subject carries the message id
OwnDesk → OwnWikiOwnDesk incident ticket → OwnWiki postmortem page titled with the ticket id
OwnCRM → OwnERP → OwnBooksQuote-to-cash: OwnCRM contact + deal -> OwnERP sales order -> OwnBooks invoice + payment, ids chained end-to-end
OwnITSM → OwnDeskITIL chain: OwnITSM incident -> problem -> change request -> OwnDesk customer ticket, each carrying the upstream id
OwnCRM → OwnSocial → OwnChat → OwnBIMarketing funnel: OwnCRM campaign -> OwnSocial post -> OwnChat notification -> OwnBI funnel dashboard
OwnCRM → OwnChatOwnCRM deal closed -> OwnChat announcement carrying the deal id
OwnDesk → OwnTasksOwnDesk ticket -> OwnTasks follow-up task carrying the ticket id

And more

What it takes on beyond the registry.

The registry is the floor, not the ceiling. Working through OwnIQ with the full context of the connected stack, SupportAgent also handles:

▸Triage and prioritise every inbound ticket by SLA and severity
▸Draft context-aware replies with the account history attached
▸Detect at-risk accounts from ticket sentiment and frequency
▸Escalate to the right owner with a complete context bundle
▸Keep CSAT and SLA dashboards honest — no manual tagging
▸Turn resolved tickets into knowledge-base drafts

Governed by design

Scoped permissions

SupportAgent runs under the same RBAC model as human users — field-level permissions and scope boundaries enforced by OwnCentral at runtime.

Reasoning via OwnIQ

Every model call routes through the sovereign gateway: metered, redacted, and attributable. Prompts never leave your perimeter.

Audited & reversible

Every action lands in the tamper-evident log with full attribution. Hard business rules cannot be overridden by the model.

See SupportAgent on your data.

Get sandbox access →All agents

More agents: DealAgent · SpendAgent · HireAgent