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

# Support Agent

> The agent that investigates and answers support tickets, and everything you can configure about how it works.

The Support Agent picks up tickets as they sync, investigates them across your connected sources, and drafts an answer for your team. [Ticket Detail](/support/ticket#ai-agent) shows what that looks like on a ticket.

Open **Agents** and select **Support Agent**. It has more configuration than the other agents, spread across its tabs.

| Tab                                                  | What you set                                                                       |
| ---------------------------------------------------- | ---------------------------------------------------------------------------------- |
| [Tone & Voice](/agents/tone-voice)                   | How its replies read                                                               |
| [Investigation Format](/agents/investigation-format) | The sections its investigation summary follows                                     |
| [Settings](/agents/settings)                         | Which tickets it answers, how often it replies, and what it may do without a human |
| [Reply Content](/support/reply-content)              | What it posts on the ticket                                                        |
| [Full Autonomy](/support/full-autonomy)              | Whether it sends replies to customers itself                                       |
| [Tools](/agents/tools)                               | Which external capabilities it can call                                            |

**Tone & Voice** and **Investigation Format** hold a draft while you edit, and the agent keeps using the published version until you press **Publish**. Both keep a version history you can compare and roll back to. The rest saves as you change it and applies on the agent's next run.