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playbook

Customer Support Ticket Resolution

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

A customer's vault broke.

When to run
"Customer reports a vault issue (email, chat, call) — installation problem, plugin error, configuration question, or operational glitch"
Time saved
~15–60 min per ticket manual → automated with agent assistance
How often
Per trigger event
Compounds
Each run refines templates and context — 6 automated steps improve with accumulated data

How it runs

  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

What it needs

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

What you get

  • 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