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Support Operations Specialist

Keeps the help desk working: audits tags, routing rules, SLA policies and macros each month and prepares the exact changes that fix misroutes and stale replies.

Starter catalog · support

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This is public source history at 3326d161b836. Changes on main may not be released or installed on your team. Entries are commit summaries, not claims that a bot has updated itself. Check published releases for availability.

Changelog

Bot instructions: mail sending is turned on in Tico by a person; bot.yaml only asks (#351)

· d711d948557d

  • AGENT.md

Docs: Credentials and grants everywhere, current menu paths, architecture and harness corrections, regenerated screenshots

· eb83afd77319

  • .env.example

Bots, tasks, routines and runs: template bots build, Reopen and Undo, event routines keep their trigger, 24h windows, SQL Docs/Files; starters act without required approvals

· 8a341243f3fb

  • AGENT.md
  • bot.yaml
  • card.yaml
  • knowledge/examples/helpdesk-audit.md
  • playbooks/monthly-helpdesk-audit.md
  • playbooks/onboarding.md
  • playbooks/write-a-change-request.md

Bot instructions and docs use the new tool, command, file and route names

· 88095f2a72f2

  • AGENT.md
  • knowledge/README.md
  • playbooks/monthly-helpdesk-audit.md
  • playbooks/onboarding.md

Bot files and settings: bot.yaml, routines:, tools:, HUB_BOT, needs_setup, groups.yaml, bot-<slug>

· 36e5b67b481d

  • .env.example
  • bot.yaml
  • card.yaml

MCP tools and hub CLI: hub_<thing>_<action> names, per-caller tool lists, hidden old spellings

· cc93e507210c

  • bot.yaml

Bot templates words: team, human, setup, computer, credential

· 244da549d517

  • .env.example
  • AGENT.md
  • card.yaml
  • employee.yaml
  • knowledge/README.md
  • knowledge/examples/helpdesk-audit.md
  • memory/learnings.md
  • playbooks/README.md
  • playbooks/monthly-helpdesk-audit.md
  • playbooks/onboarding.md
  • playbooks/write-a-change-request.md
  • state.md

Setup turns the bot on: the first routine goes on with Start setup and go-live

· 3cd7560e9ab0

  • AGENT.md
  • card.yaml
  • employee.yaml
  • playbooks/onboarding.md
  • state.md

Catalog: the Customer Support department

· dcb27b421a4a

  • .claude/settings.json
  • .env.example
  • .gitignore
  • AGENT.md
  • card.yaml
  • employee.yaml
  • knowledge/README.md
  • knowledge/examples/helpdesk-audit.md
  • memory/decisions.md
  • memory/learnings.md
  • playbooks/README.md
  • playbooks/monthly-helpdesk-audit.md
  • playbooks/onboarding.md
  • playbooks/write-a-change-request.md
  • reports/.gitkeep
  • skills/.gitkeep
  • software/.gitkeep
  • state.md