Abstract: An input of natural language text can include at least a portion of a textual description of a problem with a product. A request to match the problem description with a support topic identifier can be sent, where the support topic identifier can be assigned to a support agent profile group that includes one or more computer-readable support agent user profiles. A request to generate a computer-readable support ticket can also be sent. The support ticket itself can be included in a request for a communication from a support agent profile group regarding the problem described in the problem description. A request to use the support topic identifier to send the support ticket to the support agent profile group can be also be submitted. Additionally, a communication received from the support agent profile group in response to the support ticket can be accessed and sent to an output device.