Write instructions for Support Advisor

Instructions tell Support Advisor how your company works: what your tools are called, what your technicians should try first, how emails to customers should sound. You write them in Markdown, for every board, for one board, or both. You need the Admin access level.

For every board

1. In Ticket Automation, open Global Instructions.
2. In the Board automations card, find Support Advisor and write your instructions. For example: “Refer to our remote-support tool as ScreenConnect, and only suggest a reboot after the user has saved their work.”
3. Click Save.

For one board

1. In Ticket Automation’s Boards page, expand the board. Board Instructions appear while Support Advisor is ticked on it.
2. Write instructions for that board only. They are given in addition to your global ones, so there is no need to repeat those. For example: “On this board, check the device in the RMM before asking the customer for more information.”
3. Click Save.

How they are used

Global instructions come first, then the board’s; neither replaces the other. They apply to every piece of advice on the board: a technician’s ask, an automatic read, an answer from web research, and a reply a technician asks for. A technician’s own direction in their ask wins where the two conflict. New text is used from the next request.

Instructions shape tone, format, names and your company’s practice. They can never make Support Advisor invent a fact or cite evidence it did not find. Telling it that a common issue is “always fixed by X” does not make it claim that fix when no past ticket supports it. They add to Nilear’s own rules and can never override them.

The check when you save

When you click Save, your text is first checked against what Support Advisor is given and can do. Support Advisor sees the ticket’s summary, Type, SubType and Item, its conversation and images, other tickets’ resolutions as evidence, and web research. It advises a technician on one ticket and changes nothing in ConnectWise. It is not given the ticket’s status, owner, time entries, SLA dates, or the date and time.

If nothing is found, the text is saved. Otherwise each finding quotes your words, names the problem and says why, sometimes with a suggested wording you can apply with Use this:

Finding	Meaning
Needs information the AI is not given	The instruction relies on something Support Advisor cannot see, such as the ticket’s status.
Asks for something this service cannot do	Support Advisor cannot do it, such as changing the ticket.
Reaches beyond the one ticket	Support Advisor works on one ticket at a time.
Belongs to a different service	The instruction is for another automation.
Conflicts with Nilear’s own rules	Nilear’s rules win, so the instruction would be ignored.
Contradicts your global instructions	A board instruction disagrees with the global one.

Choose Save anyway or Keep editing. If the check cannot be made, the text is saved with a note that it was not checked. Saved text can be checked again at any time with Check. The check sends only your instructions, never ticket or customer data.

Unsaved edits are kept when you move between pages, and the page asks before you reload or leave.