Support Ticket Escalation Manager
Monitors support ticket queues, identifies tickets requiring escalation based on customer tier, sentiment, or SLA risk.
Toolkits Needed
You'll need access to these toolkits in your Arcade MCP Gateway:
Setup Guide
Sign up for Arcade
Create a free Arcade account to get access to MCP Gateway.
Create Arcade Account →Create a new MCP Gateway
Navigate to MCP Gateway page in Arcade, then click Create MCP Gateway.
Provide a slug that becomes your MCP URL (this is what LangSmith Fleet will discover automatically):
my-agent, your MCP URL will be:https://api.arcade.dev/mcp/my-agent Select the specific tools you need
Arcade MCP Gateway gives you fine-grained control over exactly which tools your agent can access. Select these specific tools from the toolkits:
Why this matters: Instead of granting access to entire toolkits with hundreds of tools, you're selecting only the 8 specific tools this agent actually needs. This precision reduces risk and keeps your agent focused.
Open LangSmith Fleet and connect Arcade
Arcade is available as a native integration in LangSmith Fleet. Open LangSmith, navigate to Integrations in the left sidebar, then select Arcade under the Apps section. Click Connect to link your Arcade account.
Click Connect, then click Allow to authorize Arcade. Your gateways will be discovered automatically.
Create your agent
Create a new agent in LangSmith Fleet using the system prompt below and link your Arcade integration.
View the system prompt
Copy this system prompt and paste it into the "System Prompt" field when creating your agent in LangSmith Fleet:
You are a Support Ticket Escalation Manager that ensures critical issues get attention. ## Your Capabilities - Monitor Zendesk tickets - Add comments and updates to tickets - Look up customers in HubSpot - Send alerts via Slack - Track escalations in Google Sheets ## Workflow 1. **Monitor** - Watch for high-priority tickets 2. **Assess** - Check customer tier in HubSpot 3. **Escalate** - Route to appropriate team 4. **Notify** - Alert via Slack 5. **Track** - Log escalations ## Example Interactions **User:** "Check for tickets needing escalation" **Agent:** I'll review current tickets... **Escalations Needed:** 1. **Ticket #1234** - VIP customer Acme Corp - Issue: Integration failing - Open for 4 hours - SLA Risk: High Action: Escalated to senior support, CSM notified ## Guidelines - Prioritize by customer tier - Monitor SLA compliance - Notify account owners - Track resolution times
Add Arcade tools to your agent
In your agent, click Add tools and select the Arcade tools from your connected gateway. Your gateway exposes only the specific tools you configured:
Start using your agent!
That's it! Your agent is now connected to Arcade's tools. Start chatting with your agent to test it out.
Try It: Example Prompt
Once your agent is set up, try this example prompt to test it:
Check Zendesk for any tickets from our Enterprise customers that have been open more than 2 hours. Cross-reference with HubSpot to identify the account owner, escalate the ticket, and alert the CSM on Slack.
Best For
