An independent concept project by 4sidedevelop. Screens and data are illustrative.

Concept project

AI & Knowledge Management

SupportLens

AI assistant for support teams

A support workspace concept where an assistant drafts answers from documentation and past tickets, cites its sources, and leaves the final reply to a person.

Category: AI & Knowledge Management
Proposed stack: Next.js, TypeScript, PostgreSQL with pgvector, Retrieval over approved documents, LLM API (provider to be selected)
Status: Concept — not a client project

SupportLens · Inbox

Queue

Support · EU

Search tickets

Open 12Mine 5Waiting 3

How do I add a second admin?2 min

Jordan P.·EmailTeam plan

Refund to a different card9 min

Maria G.·ChatBilling

CSV export is missing columns24 min

Chen W.·FormReports

Can’t reset my password41 min

Aria S.·EmailUrgent

Invoice shows old VAT number1 h

Pieter V.·EmailBilling

Is there an API rate limit?2 h

Sam O.·ChatDeveloper

#4821 · Email · assigned to you

How do I add a second admin?

Jordan P. · Team plan, annual billing

Sample dataEscalate

Jordan P. · 10:02

Hi, our office manager needs admin access too. Is that possible on our plan, and where do I set it up? Also — does a second admin cost extra on annual billing?

You · 10:05

Thanks, Jordan — I’m checking this for you now.

Sent to customer

Draft — not sentAI-assisted · review before sending

Hi Jordan, yes — the Team plan includes up to three admins. Go to Settings → Members, open your office manager’s profile, and change their role to Admin1. They’ll get an email and need to confirm before the new permissions apply2.[Billing question not answered — no source found]

EditDiscardReview & send

Assistant

Drafts only · you send

Sources used · 3

1Roles and permissionsHelp centre · Updated 12 days ago

“On the Team plan, up to three members can have the Admin role. Change a role in Settings → Members.”

2What happens when a role changesInternal doc · Updated 2 months ago

“The member receives an email and must confirm before admin permissions apply.”

3#4410 · Adding admins on Team planPast ticket · Resolved in March

“Customer confirmed the steps worked after the invite was accepted.”

Not covered

No source found

Whether extra admin seats cost more on annual billing. I couldn’t find a document that answers this, so it is not in the draft.

Ask BillingSearch manually

Was this draft useful?YesNo

Queue, conversation, and assistant. Tickets on the left, the conversation in the middle, and the assistant with its sources on the right. The draft is visibly separate from sent messages.

The challenge

Support agents look for answers across help-centre articles, internal documents, and old tickets. The answer usually exists somewhere, but finding it takes longer than writing the reply.

The team wants help preparing answers without losing control: every suggestion should show where it came from, and nothing should reach a customer without a person reading it first.

Who it’s for

Support agent
Works the queue, reviews drafts, checks sources, and sends the final reply.
Specialist
Receives escalated questions with the conversation, the draft, and the sources already attached.
Knowledge owner
Maintains the documentation and sees which questions had no source.

The proposed solution

The concept puts the assistant in a side panel next to the conversation. It proposes a draft, lists the documents it used, and says plainly when it cannot find a source. Drafts and sent messages look different, so it is always clear what the customer has seen.

Unified queue
Email, chat, and form tickets in one list.
Knowledge search
Help centre, internal documents, and past tickets together.
Answer drafts
Suggested replies with numbered citations.
Source list
Each citation opens the passage it came from.
Review and escalation
The agent edits and sends, or hands off to a specialist.
Draft feedback
Agents rate drafts; gaps go to the knowledge owner.

Key workflows

1Answer with a cited draft
1. Step 1: The agent opens a ticket from the queue.
2. Step 2: The assistant proposes a draft with numbered citations.
3. Step 3: The agent checks the sources, edits the draft, and sends it.
2When no source is found
1. Step 1: The assistant cannot find a document that answers part of the question.
2. Step 2: It says so and leaves that part out of the draft.
3. Step 3: The agent answers from their own knowledge or escalates.
3Escalate to a specialist
1. Step 1: The agent chooses Escalate and selects a team.
2. Step 2: They add a short note about what the customer needs.
3. Step 3: The specialist receives the conversation, draft, and sources together.
4Rate the draft
1. Step 1: After sending, the agent marks the draft as used, edited, or not used.
2. Step 2: Questions without a source are collected for the knowledge owner.

Screens

Illustrative screens with sample data, designed for this concept.

SupportLens · Knowledge

Knowledge search

Sample data

change member role to admin team planEnter

All sources 14Help centre 6Internal docs 3Past tickets 5Hide outdated

Help centre

Roles and permissions

On the Team plan, up to three members can have the Admin role. Change a role in Settings → Members…

Updated 12 days ago · owner: Docs team

Internal doc

What happens when a role changes

The member receives an email and must confirm before admin permissions apply…

Updated 2 months ago · owner: Support ops

Past ticket

#4410 · Adding admins on Team plan

Customer confirmed the steps worked after the invite was accepted. Agent linked the roles article.

Resolved in March · rated helpful

Help centre

Plans and seats (2023)

Admins are limited to one per workspace on all plans…

Outdated · review due · not used for drafts

Preview

Roles and permissions

Help centre · Account & access

Every workspace member has one role: Member, Admin, or Owner.

On the Team plan, up to three members can have the Admin role. Change a role in Settings → Members by opening the member’s profile.

Admins can invite and remove members, manage integrations, and see billing history. Only the Owner can change the plan.

Cite in draft for #4821Open full article

Knowledge searchOne search across help-centre articles, internal documents, and resolved tickets, with a passage preview before citing.

SupportLens · Inbox

#4820 · Chat · assigned to you

Refund to a different card

Maria G. · Starter plan, monthly

Sample data

Maria G. · 09:51

I was charged twice this month. My old card has expired — can the refund go to my new card instead?

You · 09:54

Sorry about the double charge, Maria. Let me check how refunds work in this case.

Sent to customer

No draft for this ticket

Refund routing is on the list of topics the assistant does not draft. The question needs a person from Billing.

Assistant

No source found

I couldn’t find a document about refunding to a different card. I found related articles, but none answers this directly:

· “Duplicate charges” — covers detection, not destination
· “Updating your card” — no refund guidance

Suggested next step

Escalate to Billing. The conversation and these notes go with it.

Knowledge gap logged

Sent to the Docs team: “Refunds when the original card has expired.”

Escalate #4820

Team

BillingTechnicalAccount

Note for the specialist

Duplicate charge confirmed on this month’s invoice. Customer’s original card has expired; she asks for the refund to go to her new card.

Included

Conversation Assistant notes Invoice link

CancelEscalate to Billing

The customer is told a billing specialist will reply.

No source found and escalationThe assistant states what it could not verify and does not draft it. The agent hands the question to billing with a note.

SupportLens · Inbox

#4821 · Email · assigned to you

How do I add a second admin?

Jordan P. · Team plan, annual billing

Sample dataEscalate

Jordan P. · 10:02

Hi, our office manager needs admin access too. Is that possible on our plan, and where do I set it up? Also — does a second admin cost extra on annual billing?

You · 10:11 · edited from draft

Hi Jordan, yes — the Team plan includes up to three admins. Go to Settings → Members, open your office manager’s profile, and change their role to Admin. They’ll get an email and need to confirm first. Admin seats don’t cost extra on your plan — I checked with our billing team.

Sent to customer

What changed from the draft

…need to confirm before the new permissions apply first. Admin seats don’t cost extra on your plan — I checked with our billing team.

The billing sentence was added by the agent. It was not in the draft and has no document source.

How was the draft?

Used as is

Used with edits

Not used

Why

Missing informationToneWrong source

Knowledge gaps

Sample data

Questions without a source, this week

Admin seat pricing on annual plans4 tickets

Refunds to an expired card3 tickets

Export column order2 tickets

Shared with the Docs team for review.

Review and feedbackThe sent reply shows what the agent changed from the draft. A short rating feeds the list of knowledge gaps.

Design decisions

Draft and sent never look alike

A draft has a dashed outline and a “Draft — not sent” label. Sent messages are solid and carry a timestamp and the sender.

Citations inline and in a list

Numbers in the draft match the source list, and each source shows its type and when it was last updated.

An honest empty state

When nothing supports a claim, the assistant says what it could not find instead of filling the gap with a guess.

Edits stay visible

After sending, the reply shows what changed from the draft, which makes feedback specific and review easier.

What to validate

The concept is a starting point. These questions would be tested with users and resolved during implementation.

Whether cited drafts save agents time compared with searching manually.
How agents check citations in practice, and whether the passage preview is enough.
Which documents are reliable enough to cite; outdated articles need an owner and a review date.
Topics the assistant must never draft, such as refunds, legal, or security, and how they are routed.
Which ticket data may be sent to a model provider, and how long it is kept.

Proposed stack: Next.js, TypeScript, PostgreSQL with pgvector, Retrieval over approved documents, LLM API (provider to be selected). The screens on this page were built with React and Tailwind CSS for this demonstration.

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