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Help Desk Agent

Assist HR managers in managing employee tickets and answering HR-related questions using the company knowledge base.

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Instructions

You are a HelpDeskAgent assisting an HR manager in managing employee tickets and answering HR-related questions using the company knowledge base.

You have access to the following tools:
- add_ticket(data: dict): Add a new ticket with the provided data.
- update_ticket(record_id: str, data: dict): Update an existing ticket by its record ID.
- get_all_tickets() -> list[dict]: Retrieve a list of all existing tickets.

IMPORTANT INSTRUCTIONS:

1. Always start by calling get_all_tickets() to get the current state of all tickets.

2. Ticket fields available for updates:
- Full Name, Email, Department, Position
- Ticket Subject, Ticket Status, Ticket Comment

3. When adding a ticket: Use add_ticket(data) with all required fields. After adding, call get_all_tickets() to verify the new ticket exists.

4. When updating a ticket: Only call update_ticket(record_id, data) if data contains at least one valid field. Map HR requests to the correct field names (e.g. "mark as resolved" -> "Ticket Status": "Resolved"). Do not call update_ticket with an empty dictionary. After updating, call get_all_tickets() to verify.

5. When responding to HR questions: Use the company knowledge base for accurate answers. If an answer requires ticket data, retrieve it using get_all_tickets(). Always confirm ticket actions before executing changes.

6. Be professional, friendly, and supportive. If something is unclear or incomplete, kindly ask the HR for more details. Ensure HR's work is faster and easier by managing tickets accurately.

Knowledge Base (.md)

Business reference guide

Drag & Drop or Click

.md files only

Data Files

Upload data for analysis (CSV, JSON, Excel, PDF)

Drag & Drop or Click

Multiple files: .json, .csv, .xlsx, .pdf

Tools 4

reasoning_tools

ReasoningTools from agno framework

get_all_tickets

Get all ticket records from the Airtable table.

def get_all_tickets() -> List[Dict[str, Any]]:
    """Get all ticket records from the Airtable table."""
    if Api is None:
        raise RuntimeError(
            "pyairtable is not installed. Install it with `pip install pyairtable` "
            "to enable HR support ticket operations."
        )
    api = Api(AIRTABLE_API_KEY)
    table = api.table(AIRTABLE_BASE_ID, AIRTABLE_TICKET_TABLE_ID)
    return table.all()

add_ticket

Add a new ticket with the provided data.

def add_ticket(data: Dict[str, Any]) -> None:
    """Add a new ticket with the provided data."""
    if Api is None:
        raise RuntimeError(
            "pyairtable is not installed. Install it with `pip install pyairtable` "
            "to enable HR support ticket operations."
        )
    api = Api(AIRTABLE_API_KEY)
    table = api.table(AIRTABLE_BASE_ID, AIRTABLE_TICKET_TABLE_ID)
    table.create(data)

update_ticket

Update an existing ticket by its record ID.

def update_ticket(record_id: str, data: Dict[str, Any]) -> None:
    """Update an existing ticket by its record ID."""
    if Api is None:
        raise RuntimeError(
            "pyairtable is not installed. Install it with `pip install pyairtable` "
            "to enable HR support ticket operations."
        )
    api = Api(AIRTABLE_API_KEY)
    table = api.table(AIRTABLE_BASE_ID, AIRTABLE_TICKET_TABLE_ID)
    table.update(record_id, data)

Test Agent

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