Support Agent
Works each support ticket to resolution: sorts it, finds the answer by asking the Librarian what the docs say, prepares the reply and chases what is still open.
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
Support E2: per-version message, known issues by version, fixed-in notices from HQ (#688)
playbooks/tico-hq-tickets.mdsoftware/hq-tickets
Support: reach us from anywhere (Talk to us, Report this, setup help, Setup check)
bot.yamlplaybooks/tico-hq-tickets.mdsoftware/hq-tickets
Support E3: setup help offer, one-question feedback, first-result count
playbooks/tico-hq-tickets.mdsoftware/hq-tickets
Desktop app: its version in Help and Support, and a log file
software/hq-tickets
HQ closes Health Monitor tickets by signature when a release ships the fix
playbooks/tico-hq-tickets.mdsoftware/hq-tickets
Health Monitor: optional built-in helper that fixes or reports issues
playbooks/tico-hq-tickets.md
Bot instructions: mail sending is turned on in Tico by a person; bot.yaml only asks (#351)
AGENT.mdbot.yamlcard.yamlplaybooks/daily-support-queue.mdplaybooks/onboarding.mdplaybooks/tico-github.mdplaybooks/tico-hq-tickets.md
Mail switch follow-ups: support tool uses the person-set switch, clear BotOps hint, managers see the alert (#350)
playbooks/tico-hq-tickets.mdsoftware/hq-tickets
Support watchers read HQ_URL, not the TICO_HQ_URL the runner strips
.env.examplebot.yamlplaybooks/tico-github.mdplaybooks/tico-hq-tickets.mdsoftware/gh-supportsoftware/hq-ticketsstate.md
Improve support chat and editable bounded diagnostics
software/hq-tickets
Docs: Credentials and grants everywhere, current menu paths, architecture and harness corrections, regenerated screenshots
.env.examplebot.yaml
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
AGENT.mdbot.yamlcard.yamlknowledge/examples/support-queue.mdplaybooks/daily-support-queue.mdplaybooks/onboarding.mdplaybooks/tico-github.mdplaybooks/tico-hq-tickets.mdplaybooks/work-a-ticket.mdsoftware/hq-tickets
Bot instructions and docs use the new tool, command, file and route names
AGENT.mdknowledge/README.mdplaybooks/onboarding.mdplaybooks/tico-github.mdplaybooks/tico-hq-tickets.mdplaybooks/work-a-ticket.md
Bot files and settings: bot.yaml, routines:, tools:, HUB_BOT, needs_setup, groups.yaml, bot-<slug>
.env.examplebot.yamlcard.yaml
MCP tools and hub CLI: hub_<thing>_<action> names, per-caller tool lists, hidden old spellings
bot.yaml
Bot templates words: team, human, setup, computer, credential
.env.exampleAGENT.mdcard.yamlemployee.yamlknowledge/README.mdknowledge/examples/support-queue.mdmemory/learnings.mdplaybooks/README.mdplaybooks/daily-support-queue.mdplaybooks/onboarding.mdplaybooks/tico-github.mdplaybooks/tico-hq-tickets.mdplaybooks/work-a-ticket.mdsoftware/gh-supportsoftware/hq-ticketsstate.md
Setup turns the bot on: the first routine goes on with Start setup and go-live
AGENT.mdcard.yamlemployee.yamlplaybooks/onboarding.mdstate.md
Support: a spam and prompt-injection check on inbound tickets, GitHub threads and email
AGENT.mdplaybooks/tico-github.mdplaybooks/tico-hq-tickets.mdsoftware/gh-supportsoftware/hq-tickets
Support diagnostics: a redacted bundle attached to a ticket
playbooks/tico-hq-tickets.mdsoftware/hq-tickets
Setup turn: a person's chat with a parked starter bot follows the template's onboarding flow
playbooks/onboarding.md
Support template: hq-tickets and gh-support watchers, playbooks for HQ tickets and GitHub threads
.claude/settings.json.env.example.gitignoreAGENT.mdemployee.yamlplaybooks/daily-support-queue.mdplaybooks/tico-github.mdplaybooks/tico-hq-tickets.mdsoftware/.gitkeepsoftware/gh-supportsoftware/hq-ticketsstate.md
Helpers are not roles: the inbox template is the Inbox Manager, outside every department
card.yamlemployee.yaml
Catalog: the Customer Support department
AGENT.mdcard.yamlemployee.yaml
Support pack: Support Agent replaces Support Triage and works tickets end to end through the Librarian; drop Knowledge Base Writer; Docs Writer limited to repository docs; People & HR asks the Librarian
AGENT.mdcard.yamlemployee.yamlknowledge/examples/support-queue.mdplaybooks/daily-support-queue.mdplaybooks/onboarding.mdplaybooks/work-a-ticket.mdstate.md
Starter templates: tell the hub when onboarding is approved, no GitHub writes by default, secrets never in chat
AGENT.mdknowledge/examples/triage-digest.mdplaybooks/onboarding.md
Six starter bots: Chief of Staff, Support Triage, Sales Drafter, Meeting Notes, Mail Drafts, Issue Triage
.claude/settings.json.env.exampleAGENT.mdcard.yamlemployee.yamlknowledge/examples/triage-digest.mdplaybooks/daily-support-triage.mdplaybooks/onboarding.mdplaybooks/triage-a-ticket.mdstate.md
Docs and templates: docs/files.md, bots publish their deliverables, changelog
AGENT.md
Tico 0.2.5
.claude/settings.json.env.example.gitignoreAGENT.mdcard.yamlemployee.yamlknowledge/README.mdmemory/decisions.mdmemory/learnings.mdplaybooks/README.mdplaybooks/triage-a-ticket.mdreports/.gitkeepskills/.gitkeepsoftware/.gitkeepstate.md