TechnologyNew · Support
Technical support. Answered, and cited.
Answers technical support questions from your documentation, release notes, and prior resolved tickets — every answer cited to the exact doc section, and escalated automatically when none of your sources cover it. Built for SaaS support teams fielding hundreds of tickets a week.
Answers cited to source in seconds. Built on Sphere AI Foundry.
support_qa — ticket #TK-70455LIVE
00:00Ingest → ticket, customer Acme Logistics, API v3read
00:02Search → docs + release notes + resolved ticketspassed
00:04Match → rate-limit behavior, API Reference §4.2passed
00:05Cross-check → known issue, release notes v3.2flagged
00:06Answer → cited response + escalation flagsealed
response time 7ssources cited 3/3engineer review required
Organizations around the world trust us
Built on Sphere AI Foundry·Answers cited to your docs·21 years, 300+ clients
Support answers don't scale with product surface area
A single technical question means a support engineer searching the docs site, the release notes, and a backlog of resolved tickets separately, then writing an answer from memory of where things live. At low volume that's manageable. Across hundreds of tickets a week and a product that ships weekly, it's the reason answers go stale and tickets bounce between tiers.
88%
faster first-response vs. manual doc search
3
sources cross-checked and cited per answer
100%
of answers traceable to a doc or release-note citation
Ticket in, cited answer out
Four steps, every one logged and citable back to the docs or release notes.
01
Ingest
Reads the ticket directly from your systems
A support ticket or chat message tied to a specific product area — read from your helpdesk or support platform. No separate upload step.
Source ticket
TK-70455 — API v3 rate-limit question
02
Search across sources
Searches docs, release notes, and resolved tickets together
Current documentation, recent release notes, and prior resolved tickets on the same topic — searched together, not one at a time.
Example query
"Why is this customer hitting a rate limit at half the documented threshold?"
03
Cite every answer
No answer without a citation
Each answer links back to the exact doc section, release note, or resolved ticket it came from — the citation travels with the answer, not as a separate lookup.
Cited finding
Rate limit was lowered for v3.2 tenants — documented as a known issue, fix scheduled for v3.3.
cited to API Reference §4.2, Release Notes v3.204
Classify & route
One answer, flagged for escalation when it's a known issue
The agent returns a direct answer when the docs cover it, or flags a known issue or documentation gap for escalation to engineering.
Classification
Answer confirmedKnown issue ✓Escalate to engineering
11 fields, every one cited
What the agent returns with every answer.
Answer summary & confidence flag
Source citation (doc, release note, or ticket)
Product area & version context
Known-issue cross-reference
Prior resolved-ticket match
Escalation recommendation
Documentation-gap flag
Customer & plan-tier context
Suggested response draft
Support-engineer review checklist
Typical inputs
What the agent reads, and what it connects to.
Documents
- Product documentation and API reference
- Release notes and changelog
- Prior resolved support tickets
- Internal engineering known-issues list
Systems
- Helpdesk / support platform
- Documentation site or knowledge base
- Issue tracker
Is this the right fit?
Built for a live doc set — not a one-off question.
✓ Works best for
- SaaS support teams fielding 100+ technical tickets a week
- Teams standardizing answers against current docs and release notes
- Support wanting every answer traceable to a doc citation
Too small for
- A single one-off question a support engineer can answer faster than configuring the search
- Replacing engineering judgment on an unresolved bug
- Products or areas with no maintained documentation to cite
Grounded in your docs, not a black box
Compliance-first, the same standard every Sphere agent is held to.
The agent answers only from your current documentation, release notes, and resolved-ticket history — it flags a gap rather than guessing when nothing covers the question. Every answer sits between a ticket and a support engineer's send, never past it.
Answers reference the specific doc section or release note directly — the same audit-trail standard every Sphere agent on the Foundry is held to.
Prerequisites maintained docs
Current documentation and release notes are required before the agent will answer with confidence.
Human review required
A support engineer confirms every answer before it's sent — never fully autonomous.
Source grounding doc-cited
Answers reference the specific doc section or release note directly in every response.
Foundation Sphere AI Foundry
Access controls and audit trail configured here carry forward to every other agent you deploy.
Frequently asked
Does the Technical Support Knowledge Agent replace a support engineer?
No. It drafts a cited answer for a support engineer to review and send — the engineer still owns the response and any escalation decision.
What sources does it answer from?
Your product documentation, API reference, release notes, and resolved-ticket history out of the box. Additional sources can be added during onboarding.
How does it integrate with our helpdesk?
It reads directly from your helpdesk or support platform — no separate upload step required. Integration scope is confirmed during deployment planning.
Is every answer actually traceable to a source?
Yes. Every answer cites the specific doc section, release note, or resolved ticket it came from — there's no answer without a citation back to the source.
How is this different from a generic support chatbot?
It's built specifically to search your own docs, release notes, and ticket history together and flag a gap rather than guess. It runs on Sphere AI Foundry, so the access controls and audit trail configured here carry forward to other agents you deploy.
Hear from
our clientsHear from our clients
Lee Ebreo
VP of Engineering at Credit Ninja
These things would not have been achievable if we did not build our own in-house system and if we did not partner with Sphere to help us achieve our goals.
Selah Ben-Haim
VP of Engineering at Prominence Advisors
Our experience with Sphere and their team has been and continues to be fantastic. We keep throwing new projects at them, and they keep knocking them out of the park (including the rescue of a project that was previously bungled by another vendor).
Ben Crawford
Senior Product Manager at Enova Financial
I would expect to be delighted. It's been a really positive experience, working with Sphere, and I would expect you to have the same.
Mark Friedgan
CEO at CreditNinja
Sphere consistently prioritizes the needs of their clients, demonstrating both agility and teamwork. As an offshore team, they have been an integral part of our organization and we plan to continue growing with them.
René Pfitzner
Co-Founder at Experify
Sphere provided excellent full-stack development manpower to augment our team and help push our product forward. They are easy to work with, tech-savvy and proactive.
Bruce Burdick
Chief Information Officer at Integra Credit
We've been working with Sphere and its excellent consultants since our founding. I've found that they are true partners in the success of our business.
Jemal Swoboda
CEO at Dabble
The resources and developers that Sphere Software provides are skilled and have the required technical expertise, but more importantly, they have helped us build a culture of excellence within our team.
Arthur Tretyak
Founder and CEO at IntegraCredit
With Sphere, we were able to migrate in half the time it would take to train an additional FTE… and for a fraction of the cost. Our experience with Sphere has been exceptional.
Lee Ebreo
VP of Engineering at Credit Ninja
These things would not have been achievable if we did not build our own in-house system and if we did not partner with Sphere to help us achieve our goals.
Selah Ben-Haim
VP of Engineering at Prominence Advisors
Our experience with Sphere and their team has been and continues to be fantastic. We keep throwing new projects at them, and they keep knocking them out of the park (including the rescue of a project that was previously bungled by another vendor).
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See it on your own tickets
Bring three real support tickets to the demo. We'll show the cited answer live — sources, citations, and any escalation flags, grounded in your own docs.
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