Customer Support Ticket Resolution — triage to documented fix

Issue resolved and documented, or escalated to senior with full context bundle

A customer's vault broke. And the fix lives with whoever answered last time.

Inputs

  • 🏢 Customer name and client_id
  • 📧 Channel (email, chat, call)
  • 📋 Raw issue description from customer
  • 📋 Vault release version
  • 📋 Severity hint from customer (urgent / normal)

What BOB Does

  1. tasknotes → capture incoming issue as a TaskNote with customer ID, channel, timestamp, raw message
  2. issue-triage → classify severity, category (install / plugin / config / data / unknown), and affected vault area
  3. vault-preflight → run health diagnostics on the customer's vault to surface obvious problems (missing files, broken frontmatter, orphan links)
  4. obsidian-ops → inspect vault structure and configuration for integrity issues (folder layout, naming conventions, plugin state)
  5. Decision gate — Was the issue resolved? If yes → step 7. If no → step 8
  6. technical-writing → document the fix as a reusable note in the customer's vault (`30-CLIENTS/{client-id}/00-PROFILE/known-fixes.md`)
  7. tasknotes → close ticket: update status (`done` / `escalated`), record resolution time, link any artifacts

Outputs

  • 📋 Support TaskNote (logged from step 1, closed at step 10)
  • 📋 Triage classification (severity + category)
  • 📊 Vault diagnostic report (vault-preflight output)
  • 📋 Fix Record.md (if resolved at step 6) — saved to customer vault
  • 📋 Escalation Bundle.md (if escalated at step 8) — handed to senior
Time Savings ~15–60 min per ticket manual → automated with agent assistance
Try It "Customer reports a vault issue (email, chat, call) — installation problem, plugin error, configuration question, or operational glitch"
Compounding Each run refines templates and context — 6 automated steps improve with accumulated data

Logs the ticket, triages severity, runs vault diagnostics, and either documents the fix or builds a full-context escalation.

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