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

# Support Agent

> Customer cases, responses and support knowledge.

> Customer cases, responses and support knowledge.

Triage customer cases, investigate account history, draft responses and turn resolutions into useful knowledge.

**Business area:** Support · **Type:** Agent

## What's included

### Pinned tools

* `er_ns_email_send`
* `er_ns_tasks_create`
* `er_suiteql_example_find`
* `er_suiteql_query_validate`
* `ns_createRecord`
* `ns_getRecord`
* `ns_getSuiteQLMetadata`
* `ns_runCustomSuiteQL`
* `ns_updateRecord`

### Recommended skills

* NetSuite Intelligence Library

### Starter prompts

* Triage customer cases
* Draft a customer response
* Create a knowledge article

## Trust and governance

This agent can take action in NetSuite through `er_ns_email_send`, `er_ns_tasks_create`, `ns_createRecord`, `ns_updateRecord` — and **every write is approval-gated**. Nothing is created, updated, or sent until a human approves it. Reads and analysis run without interruption.

All activity is captured in a full audit trail, agents use your existing NetSuite roles and permissions, and your data is never used to train models.

**Works with:** NetSuite