Open Agents, select Support Agent, then Investigation Format. This is the shape of the investigation summary your team reads on a ticket, not the customer-facing reply.
Only the Support Agent has this tab, since it’s the only agent that writes an investigation summary.
Sections
Each section has a name, which becomes the heading in the summary, and a description telling the agent what belongs under it. The description is where the work happens: “Root Cause” means little on its own, while “the specific code path or config that produced the behavior, or say you couldn’t determine it” tells the agent what you expect.
Sections are numbered in the order the agent writes them. Add section appends one, and Start from drops in a ready-made set: Dynamic, Sections, Q&A, or RCA. Leave the sections empty and the agent falls back to a single-section summary.
The published sections also appear as the parts you can include under Reply Content, and you can see the result on a real ticket in Ticket Detail.
Publishing
Edits stay a draft until you press Publish, and an Unsaved changes bar sits at the bottom of the page until you do, with Discard next to it. The agent follows the published template on its next run, so an in-progress rewrite never reaches a ticket.
Version History
Every publish is kept as a numbered version with the summary of what changed, who published it, and when. The version in use is marked Current. On any older version, View diff shows what changed from the one before it, and you can roll back to it from there. 
