{
  "version": "https://jsonfeed.org/version/1.1",
  "title": "Support Agent — default employee settings",
  "home_page_url": "https://tico.dev/docs/bots/templates/support/",
  "feed_url": "https://tico.dev/docs/bots/templates/support/feed.json",
  "description": "Public Git source history, not installed-version or release notifications.",
  "_tico": {
    "schema_version": 1,
    "source_repository": "https://github.com/ticoteam/tico",
    "source_revision": "3326d161b836a824561640a3ecbd10ee5fe5a011",
    "history_order": "git_log",
    "refresh": "daily",
    "release_status": "source_change"
  },
  "items": [
    {
      "id": "https://github.com/ticoteam/tico/commit/9d6fe50f81fba932296d8a4e3ea6f24d8ccfa1f8:employee_defaults:support",
      "url": "https://github.com/ticoteam/tico/commit/9d6fe50f81fba932296d8a4e3ea6f24d8ccfa1f8",
      "title": "Support E2: per-version message, known issues by version, fixed-in notices from HQ (#688)",
      "date_published": "2026-10-16T20:06:33Z",
      "content_text": "Public source change; may not be shipped.\ntemplates/catalog/support/playbooks/tico-hq-tickets.md\ntemplates/catalog/support/software/hq-tickets",
      "tags": [
        "employee_defaults",
        "support"
      ],
      "_tico": {
        "kind": "employee_defaults",
        "source_revision": "9d6fe50f81fba932296d8a4e3ea6f24d8ccfa1f8",
        "changed_files": [
          "templates/catalog/support/playbooks/tico-hq-tickets.md",
          "templates/catalog/support/software/hq-tickets"
        ],
        "release_status": "source_change",
        "template": "support"
      }
    },
    {
      "id": "https://github.com/ticoteam/tico/commit/87dd9f4e897df5948b40219363b9c1ef33b353c3:employee_defaults:support",
      "url": "https://github.com/ticoteam/tico/commit/87dd9f4e897df5948b40219363b9c1ef33b353c3",
      "title": "Support: reach us from anywhere (Talk to us, Report this, setup help, Setup check)",
      "date_published": "2026-10-16T13:59:34Z",
      "content_text": "Public source change; may not be shipped.\ntemplates/catalog/support/bot.yaml\ntemplates/catalog/support/playbooks/tico-hq-tickets.md\ntemplates/catalog/support/software/hq-tickets",
      "tags": [
        "employee_defaults",
        "support"
      ],
      "_tico": {
        "kind": "employee_defaults",
        "source_revision": "87dd9f4e897df5948b40219363b9c1ef33b353c3",
        "changed_files": [
          "templates/catalog/support/bot.yaml",
          "templates/catalog/support/playbooks/tico-hq-tickets.md",
          "templates/catalog/support/software/hq-tickets"
        ],
        "release_status": "source_change",
        "template": "support"
      }
    },
    {
      "id": "https://github.com/ticoteam/tico/commit/f5fe87e72d6865e3dd397809d44345fbc7c5e381:employee_defaults:support",
      "url": "https://github.com/ticoteam/tico/commit/f5fe87e72d6865e3dd397809d44345fbc7c5e381",
      "title": "Support E3: setup help offer, one-question feedback, first-result count",
      "date_published": "2026-10-16T13:52:46Z",
      "content_text": "Public source change; may not be shipped.\ntemplates/catalog/support/playbooks/tico-hq-tickets.md\ntemplates/catalog/support/software/hq-tickets",
      "tags": [
        "employee_defaults",
        "support"
      ],
      "_tico": {
        "kind": "employee_defaults",
        "source_revision": "f5fe87e72d6865e3dd397809d44345fbc7c5e381",
        "changed_files": [
          "templates/catalog/support/playbooks/tico-hq-tickets.md",
          "templates/catalog/support/software/hq-tickets"
        ],
        "release_status": "source_change",
        "template": "support"
      }
    },
    {
      "id": "https://github.com/ticoteam/tico/commit/709404d0e78915abfb695bc6c9cedac5dbcfe865:employee_defaults:support",
      "url": "https://github.com/ticoteam/tico/commit/709404d0e78915abfb695bc6c9cedac5dbcfe865",
      "title": "Desktop app: its version in Help and Support, and a log file",
      "date_published": "2026-10-16T07:02:58Z",
      "content_text": "Public source change; may not be shipped.\ntemplates/catalog/support/software/hq-tickets",
      "tags": [
        "employee_defaults",
        "support"
      ],
      "_tico": {
        "kind": "employee_defaults",
        "source_revision": "709404d0e78915abfb695bc6c9cedac5dbcfe865",
        "changed_files": [
          "templates/catalog/support/software/hq-tickets"
        ],
        "release_status": "source_change",
        "template": "support"
      }
    },
    {
      "id": "https://github.com/ticoteam/tico/commit/cc98417eb2ee2c6255159d5f6594a3c5124e78c5:employee_defaults:support",
      "url": "https://github.com/ticoteam/tico/commit/cc98417eb2ee2c6255159d5f6594a3c5124e78c5",
      "title": "HQ closes Health Monitor tickets by signature when a release ships the fix",
      "date_published": "2026-10-15T03:07:31Z",
      "content_text": "Public source change; may not be shipped.\ntemplates/catalog/support/playbooks/tico-hq-tickets.md\ntemplates/catalog/support/software/hq-tickets",
      "tags": [
        "employee_defaults",
        "support"
      ],
      "_tico": {
        "kind": "employee_defaults",
        "source_revision": "cc98417eb2ee2c6255159d5f6594a3c5124e78c5",
        "changed_files": [
          "templates/catalog/support/playbooks/tico-hq-tickets.md",
          "templates/catalog/support/software/hq-tickets"
        ],
        "release_status": "source_change",
        "template": "support"
      }
    },
    {
      "id": "https://github.com/ticoteam/tico/commit/12d8b32f49404d18730c65968475f6df8264daca:employee_defaults:support",
      "url": "https://github.com/ticoteam/tico/commit/12d8b32f49404d18730c65968475f6df8264daca",
      "title": "Health Monitor: optional built-in helper that fixes or reports issues",
      "date_published": "2026-10-14T08:36:49-07:00",
      "content_text": "Public source change; may not be shipped.\ntemplates/catalog/support/playbooks/tico-hq-tickets.md",
      "tags": [
        "employee_defaults",
        "support"
      ],
      "_tico": {
        "kind": "employee_defaults",
        "source_revision": "12d8b32f49404d18730c65968475f6df8264daca",
        "changed_files": [
          "templates/catalog/support/playbooks/tico-hq-tickets.md"
        ],
        "release_status": "source_change",
        "template": "support"
      }
    },
    {
      "id": "https://github.com/ticoteam/tico/commit/d711d948557d5320b80411a3b5e99b0bcc79ae30:employee_defaults:support",
      "url": "https://github.com/ticoteam/tico/commit/d711d948557d5320b80411a3b5e99b0bcc79ae30",
      "title": "Bot instructions: mail sending is turned on in Tico by a person; bot.yaml only asks (#351)",
      "date_published": "2026-10-09T21:51:10-07:00",
      "content_text": "Public source change; may not be shipped.\ntemplates/catalog/support/AGENT.md\ntemplates/catalog/support/bot.yaml\ntemplates/catalog/support/card.yaml\ntemplates/catalog/support/playbooks/daily-support-queue.md\ntemplates/catalog/support/playbooks/onboarding.md\ntemplates/catalog/support/playbooks/tico-github.md\ntemplates/catalog/support/playbooks/tico-hq-tickets.md",
      "tags": [
        "employee_defaults",
        "support"
      ],
      "_tico": {
        "kind": "employee_defaults",
        "source_revision": "d711d948557d5320b80411a3b5e99b0bcc79ae30",
        "changed_files": [
          "templates/catalog/support/AGENT.md",
          "templates/catalog/support/bot.yaml",
          "templates/catalog/support/card.yaml",
          "templates/catalog/support/playbooks/daily-support-queue.md",
          "templates/catalog/support/playbooks/onboarding.md",
          "templates/catalog/support/playbooks/tico-github.md",
          "templates/catalog/support/playbooks/tico-hq-tickets.md"
        ],
        "release_status": "source_change",
        "template": "support"
      }
    },
    {
      "id": "https://github.com/ticoteam/tico/commit/8bc6bc446ed1a2fc02d06d879efa6d920de852e8:employee_defaults:support",
      "url": "https://github.com/ticoteam/tico/commit/8bc6bc446ed1a2fc02d06d879efa6d920de852e8",
      "title": "Mail switch follow-ups: support tool uses the person-set switch, clear BotOps hint, managers see the alert (#350)",
      "date_published": "2026-10-09T21:48:13-07:00",
      "content_text": "Public source change; may not be shipped.\ntemplates/catalog/support/playbooks/tico-hq-tickets.md\ntemplates/catalog/support/software/hq-tickets",
      "tags": [
        "employee_defaults",
        "support"
      ],
      "_tico": {
        "kind": "employee_defaults",
        "source_revision": "8bc6bc446ed1a2fc02d06d879efa6d920de852e8",
        "changed_files": [
          "templates/catalog/support/playbooks/tico-hq-tickets.md",
          "templates/catalog/support/software/hq-tickets"
        ],
        "release_status": "source_change",
        "template": "support"
      }
    },
    {
      "id": "https://github.com/ticoteam/tico/commit/0d4ef4464710d63875e154c6156c9e5dd0ef261f:employee_defaults:support",
      "url": "https://github.com/ticoteam/tico/commit/0d4ef4464710d63875e154c6156c9e5dd0ef261f",
      "title": "Support watchers read HQ_URL, not the TICO_HQ_URL the runner strips",
      "date_published": "2026-10-07T21:22:19-07:00",
      "content_text": "Public source change; may not be shipped.\ntemplates/catalog/support/.env.example\ntemplates/catalog/support/bot.yaml\ntemplates/catalog/support/playbooks/tico-github.md\ntemplates/catalog/support/playbooks/tico-hq-tickets.md\ntemplates/catalog/support/software/gh-support\ntemplates/catalog/support/software/hq-tickets\ntemplates/catalog/support/state.md",
      "tags": [
        "employee_defaults",
        "support"
      ],
      "_tico": {
        "kind": "employee_defaults",
        "source_revision": "0d4ef4464710d63875e154c6156c9e5dd0ef261f",
        "changed_files": [
          "templates/catalog/support/.env.example",
          "templates/catalog/support/bot.yaml",
          "templates/catalog/support/playbooks/tico-github.md",
          "templates/catalog/support/playbooks/tico-hq-tickets.md",
          "templates/catalog/support/software/gh-support",
          "templates/catalog/support/software/hq-tickets",
          "templates/catalog/support/state.md"
        ],
        "release_status": "source_change",
        "template": "support"
      }
    },
    {
      "id": "https://github.com/ticoteam/tico/commit/2c13e8840637035016945fb1464221a68ab9ea9b:employee_defaults:support",
      "url": "https://github.com/ticoteam/tico/commit/2c13e8840637035016945fb1464221a68ab9ea9b",
      "title": "Improve support chat and editable bounded diagnostics",
      "date_published": "2026-10-02T14:25:55-07:00",
      "content_text": "Public source change; may not be shipped.\ntemplates/catalog/support/software/hq-tickets",
      "tags": [
        "employee_defaults",
        "support"
      ],
      "_tico": {
        "kind": "employee_defaults",
        "source_revision": "2c13e8840637035016945fb1464221a68ab9ea9b",
        "changed_files": [
          "templates/catalog/support/software/hq-tickets"
        ],
        "release_status": "source_change",
        "template": "support"
      }
    },
    {
      "id": "https://github.com/ticoteam/tico/commit/eb83afd77319e20595709b0de3691918b68330e8:employee_defaults:support",
      "url": "https://github.com/ticoteam/tico/commit/eb83afd77319e20595709b0de3691918b68330e8",
      "title": "Docs: Credentials and grants everywhere, current menu paths, architecture and harness corrections, regenerated screenshots",
      "date_published": "2026-10-01T07:30:50-07:00",
      "content_text": "Public source change; may not be shipped.\ntemplates/catalog/support/.env.example\ntemplates/catalog/support/bot.yaml",
      "tags": [
        "employee_defaults",
        "support"
      ],
      "_tico": {
        "kind": "employee_defaults",
        "source_revision": "eb83afd77319e20595709b0de3691918b68330e8",
        "changed_files": [
          "templates/catalog/support/.env.example",
          "templates/catalog/support/bot.yaml"
        ],
        "release_status": "source_change",
        "template": "support"
      }
    },
    {
      "id": "https://github.com/ticoteam/tico/commit/8a341243f3fba0c1697838198ebe81a719d36450:employee_defaults:support",
      "url": "https://github.com/ticoteam/tico/commit/8a341243f3fba0c1697838198ebe81a719d36450",
      "title": "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",
      "date_published": "2026-09-30T23:28:28-07:00",
      "content_text": "Public source change; may not be shipped.\ntemplates/catalog/support/AGENT.md\ntemplates/catalog/support/bot.yaml\ntemplates/catalog/support/card.yaml\ntemplates/catalog/support/knowledge/examples/support-queue.md\ntemplates/catalog/support/playbooks/daily-support-queue.md\ntemplates/catalog/support/playbooks/onboarding.md\ntemplates/catalog/support/playbooks/tico-github.md\ntemplates/catalog/support/playbooks/tico-hq-tickets.md\ntemplates/catalog/support/playbooks/work-a-ticket.md\ntemplates/catalog/support/software/hq-tickets",
      "tags": [
        "employee_defaults",
        "support"
      ],
      "_tico": {
        "kind": "employee_defaults",
        "source_revision": "8a341243f3fba0c1697838198ebe81a719d36450",
        "changed_files": [
          "templates/catalog/support/AGENT.md",
          "templates/catalog/support/bot.yaml",
          "templates/catalog/support/card.yaml",
          "templates/catalog/support/knowledge/examples/support-queue.md",
          "templates/catalog/support/playbooks/daily-support-queue.md",
          "templates/catalog/support/playbooks/onboarding.md",
          "templates/catalog/support/playbooks/tico-github.md",
          "templates/catalog/support/playbooks/tico-hq-tickets.md",
          "templates/catalog/support/playbooks/work-a-ticket.md",
          "templates/catalog/support/software/hq-tickets"
        ],
        "release_status": "source_change",
        "template": "support"
      }
    },
    {
      "id": "https://github.com/ticoteam/tico/commit/88095f2a72f259fd4cee60355480ed6f47f915f0:employee_defaults:support",
      "url": "https://github.com/ticoteam/tico/commit/88095f2a72f259fd4cee60355480ed6f47f915f0",
      "title": "Bot instructions and docs use the new tool, command, file and route names",
      "date_published": "2026-09-30T05:40:18-07:00",
      "content_text": "Public source change; may not be shipped.\ntemplates/catalog/support/AGENT.md\ntemplates/catalog/support/knowledge/README.md\ntemplates/catalog/support/playbooks/onboarding.md\ntemplates/catalog/support/playbooks/tico-github.md\ntemplates/catalog/support/playbooks/tico-hq-tickets.md\ntemplates/catalog/support/playbooks/work-a-ticket.md",
      "tags": [
        "employee_defaults",
        "support"
      ],
      "_tico": {
        "kind": "employee_defaults",
        "source_revision": "88095f2a72f259fd4cee60355480ed6f47f915f0",
        "changed_files": [
          "templates/catalog/support/AGENT.md",
          "templates/catalog/support/knowledge/README.md",
          "templates/catalog/support/playbooks/onboarding.md",
          "templates/catalog/support/playbooks/tico-github.md",
          "templates/catalog/support/playbooks/tico-hq-tickets.md",
          "templates/catalog/support/playbooks/work-a-ticket.md"
        ],
        "release_status": "source_change",
        "template": "support"
      }
    },
    {
      "id": "https://github.com/ticoteam/tico/commit/36e5b67b481d9f695c71b8ac68f4ef7ae5adfb77:employee_defaults:support",
      "url": "https://github.com/ticoteam/tico/commit/36e5b67b481d9f695c71b8ac68f4ef7ae5adfb77",
      "title": "Bot files and settings: bot.yaml, routines:, tools:, HUB_BOT, needs_setup, groups.yaml, bot-<slug>",
      "date_published": "2026-09-30T05:40:18-07:00",
      "content_text": "Public source change; may not be shipped.\ntemplates/catalog/support/.env.example\ntemplates/catalog/support/bot.yaml\ntemplates/catalog/support/card.yaml",
      "tags": [
        "employee_defaults",
        "support"
      ],
      "_tico": {
        "kind": "employee_defaults",
        "source_revision": "36e5b67b481d9f695c71b8ac68f4ef7ae5adfb77",
        "changed_files": [
          "templates/catalog/support/.env.example",
          "templates/catalog/support/bot.yaml",
          "templates/catalog/support/card.yaml"
        ],
        "release_status": "source_change",
        "template": "support"
      }
    },
    {
      "id": "https://github.com/ticoteam/tico/commit/cc93e507210c7af274cf9f7794bb5e08e82e1add:employee_defaults:support",
      "url": "https://github.com/ticoteam/tico/commit/cc93e507210c7af274cf9f7794bb5e08e82e1add",
      "title": "MCP tools and hub CLI: hub_<thing>_<action> names, per-caller tool lists, hidden old spellings",
      "date_published": "2026-09-30T05:40:10-07:00",
      "content_text": "Public source change; may not be shipped.\ntemplates/catalog/support/bot.yaml",
      "tags": [
        "employee_defaults",
        "support"
      ],
      "_tico": {
        "kind": "employee_defaults",
        "source_revision": "cc93e507210c7af274cf9f7794bb5e08e82e1add",
        "changed_files": [
          "templates/catalog/support/bot.yaml"
        ],
        "release_status": "source_change",
        "template": "support"
      }
    },
    {
      "id": "https://github.com/ticoteam/tico/commit/244da549d51706874af6b32bf258def290d9d093:employee_defaults:support",
      "url": "https://github.com/ticoteam/tico/commit/244da549d51706874af6b32bf258def290d9d093",
      "title": "Bot templates words: team, human, setup, computer, credential",
      "date_published": "2026-09-30T05:32:54-07:00",
      "content_text": "Public source change; may not be shipped.\ntemplates/catalog/support/.env.example\ntemplates/catalog/support/AGENT.md\ntemplates/catalog/support/card.yaml\ntemplates/catalog/support/employee.yaml\ntemplates/catalog/support/knowledge/README.md\ntemplates/catalog/support/knowledge/examples/support-queue.md\ntemplates/catalog/support/memory/learnings.md\ntemplates/catalog/support/playbooks/README.md\ntemplates/catalog/support/playbooks/daily-support-queue.md\ntemplates/catalog/support/playbooks/onboarding.md\ntemplates/catalog/support/playbooks/tico-github.md\ntemplates/catalog/support/playbooks/tico-hq-tickets.md\ntemplates/catalog/support/playbooks/work-a-ticket.md\ntemplates/catalog/support/software/gh-support\ntemplates/catalog/support/software/hq-tickets\ntemplates/catalog/support/state.md",
      "tags": [
        "employee_defaults",
        "support"
      ],
      "_tico": {
        "kind": "employee_defaults",
        "source_revision": "244da549d51706874af6b32bf258def290d9d093",
        "changed_files": [
          "templates/catalog/support/.env.example",
          "templates/catalog/support/AGENT.md",
          "templates/catalog/support/card.yaml",
          "templates/catalog/support/employee.yaml",
          "templates/catalog/support/knowledge/README.md",
          "templates/catalog/support/knowledge/examples/support-queue.md",
          "templates/catalog/support/memory/learnings.md",
          "templates/catalog/support/playbooks/README.md",
          "templates/catalog/support/playbooks/daily-support-queue.md",
          "templates/catalog/support/playbooks/onboarding.md",
          "templates/catalog/support/playbooks/tico-github.md",
          "templates/catalog/support/playbooks/tico-hq-tickets.md",
          "templates/catalog/support/playbooks/work-a-ticket.md",
          "templates/catalog/support/software/gh-support",
          "templates/catalog/support/software/hq-tickets",
          "templates/catalog/support/state.md"
        ],
        "release_status": "source_change",
        "template": "support"
      }
    },
    {
      "id": "https://github.com/ticoteam/tico/commit/3cd7560e9ab0d4087a64512004b00c181089b336:employee_defaults:support",
      "url": "https://github.com/ticoteam/tico/commit/3cd7560e9ab0d4087a64512004b00c181089b336",
      "title": "Setup turns the bot on: the first routine goes on with Start setup and go-live",
      "date_published": "2026-09-30T05:20:31-07:00",
      "content_text": "Public source change; may not be shipped.\ntemplates/catalog/support/AGENT.md\ntemplates/catalog/support/card.yaml\ntemplates/catalog/support/employee.yaml\ntemplates/catalog/support/playbooks/onboarding.md\ntemplates/catalog/support/state.md",
      "tags": [
        "employee_defaults",
        "support"
      ],
      "_tico": {
        "kind": "employee_defaults",
        "source_revision": "3cd7560e9ab0d4087a64512004b00c181089b336",
        "changed_files": [
          "templates/catalog/support/AGENT.md",
          "templates/catalog/support/card.yaml",
          "templates/catalog/support/employee.yaml",
          "templates/catalog/support/playbooks/onboarding.md",
          "templates/catalog/support/state.md"
        ],
        "release_status": "source_change",
        "template": "support"
      }
    },
    {
      "id": "https://github.com/ticoteam/tico/commit/85c178613a884eac6ccb337be825992e3f29f192:employee_defaults:support",
      "url": "https://github.com/ticoteam/tico/commit/85c178613a884eac6ccb337be825992e3f29f192",
      "title": "Support: a spam and prompt-injection check on inbound tickets, GitHub threads and email",
      "date_published": "2026-09-29T23:37:46-07:00",
      "content_text": "Public source change; may not be shipped.\ntemplates/catalog/support/AGENT.md\ntemplates/catalog/support/playbooks/tico-github.md\ntemplates/catalog/support/playbooks/tico-hq-tickets.md\ntemplates/catalog/support/software/gh-support\ntemplates/catalog/support/software/hq-tickets",
      "tags": [
        "employee_defaults",
        "support"
      ],
      "_tico": {
        "kind": "employee_defaults",
        "source_revision": "85c178613a884eac6ccb337be825992e3f29f192",
        "changed_files": [
          "templates/catalog/support/AGENT.md",
          "templates/catalog/support/playbooks/tico-github.md",
          "templates/catalog/support/playbooks/tico-hq-tickets.md",
          "templates/catalog/support/software/gh-support",
          "templates/catalog/support/software/hq-tickets"
        ],
        "release_status": "source_change",
        "template": "support"
      }
    },
    {
      "id": "https://github.com/ticoteam/tico/commit/762a50ce076cdcfd0ddefb3c867b1ebf2aa23dd9:employee_defaults:support",
      "url": "https://github.com/ticoteam/tico/commit/762a50ce076cdcfd0ddefb3c867b1ebf2aa23dd9",
      "title": "Support diagnostics: a redacted bundle attached to a ticket",
      "date_published": "2026-09-29T22:45:16-07:00",
      "content_text": "Public source change; may not be shipped.\ntemplates/catalog/support/playbooks/tico-hq-tickets.md\ntemplates/catalog/support/software/hq-tickets",
      "tags": [
        "employee_defaults",
        "support"
      ],
      "_tico": {
        "kind": "employee_defaults",
        "source_revision": "762a50ce076cdcfd0ddefb3c867b1ebf2aa23dd9",
        "changed_files": [
          "templates/catalog/support/playbooks/tico-hq-tickets.md",
          "templates/catalog/support/software/hq-tickets"
        ],
        "release_status": "source_change",
        "template": "support"
      }
    },
    {
      "id": "https://github.com/ticoteam/tico/commit/618a5ea20b804bfbf7267a7aa58316435ea343dd:employee_defaults:support",
      "url": "https://github.com/ticoteam/tico/commit/618a5ea20b804bfbf7267a7aa58316435ea343dd",
      "title": "Setup turn: a person's chat with a parked starter bot follows the template's onboarding flow",
      "date_published": "2026-09-29T21:40:44-07:00",
      "content_text": "Public source change; may not be shipped.\ntemplates/catalog/support/playbooks/onboarding.md",
      "tags": [
        "employee_defaults",
        "support"
      ],
      "_tico": {
        "kind": "employee_defaults",
        "source_revision": "618a5ea20b804bfbf7267a7aa58316435ea343dd",
        "changed_files": [
          "templates/catalog/support/playbooks/onboarding.md"
        ],
        "release_status": "source_change",
        "template": "support"
      }
    },
    {
      "id": "https://github.com/ticoteam/tico/commit/7c81d7c6a2028b910aa3dffafd1310699e76396a:employee_defaults:support",
      "url": "https://github.com/ticoteam/tico/commit/7c81d7c6a2028b910aa3dffafd1310699e76396a",
      "title": "Support template: hq-tickets and gh-support watchers, playbooks for HQ tickets and GitHub threads",
      "date_published": "2026-09-29T21:02:13-07:00",
      "content_text": "Public source change; may not be shipped.\ntemplates/catalog/support/.claude/settings.json\ntemplates/catalog/support/.env.example\ntemplates/catalog/support/.gitignore\ntemplates/catalog/support/AGENT.md\ntemplates/catalog/support/employee.yaml\ntemplates/catalog/support/playbooks/daily-support-queue.md\ntemplates/catalog/support/playbooks/tico-github.md\ntemplates/catalog/support/playbooks/tico-hq-tickets.md\ntemplates/catalog/support/software/.gitkeep\ntemplates/catalog/support/software/gh-support\ntemplates/catalog/support/software/hq-tickets\ntemplates/catalog/support/state.md",
      "tags": [
        "employee_defaults",
        "support"
      ],
      "_tico": {
        "kind": "employee_defaults",
        "source_revision": "7c81d7c6a2028b910aa3dffafd1310699e76396a",
        "changed_files": [
          "templates/catalog/support/.claude/settings.json",
          "templates/catalog/support/.env.example",
          "templates/catalog/support/.gitignore",
          "templates/catalog/support/AGENT.md",
          "templates/catalog/support/employee.yaml",
          "templates/catalog/support/playbooks/daily-support-queue.md",
          "templates/catalog/support/playbooks/tico-github.md",
          "templates/catalog/support/playbooks/tico-hq-tickets.md",
          "templates/catalog/support/software/.gitkeep",
          "templates/catalog/support/software/gh-support",
          "templates/catalog/support/software/hq-tickets",
          "templates/catalog/support/state.md"
        ],
        "release_status": "source_change",
        "template": "support"
      }
    },
    {
      "id": "https://github.com/ticoteam/tico/commit/c56cd88341f435f97773ffb216382ad6e49b65da:employee_defaults:support",
      "url": "https://github.com/ticoteam/tico/commit/c56cd88341f435f97773ffb216382ad6e49b65da",
      "title": "Helpers are not roles: the inbox template is the Inbox Manager, outside every department",
      "date_published": "2026-09-29T20:21:36-07:00",
      "content_text": "Public source change; may not be shipped.\ntemplates/catalog/support/card.yaml\ntemplates/catalog/support/employee.yaml",
      "tags": [
        "employee_defaults",
        "support"
      ],
      "_tico": {
        "kind": "employee_defaults",
        "source_revision": "c56cd88341f435f97773ffb216382ad6e49b65da",
        "changed_files": [
          "templates/catalog/support/card.yaml",
          "templates/catalog/support/employee.yaml"
        ],
        "release_status": "source_change",
        "template": "support"
      }
    },
    {
      "id": "https://github.com/ticoteam/tico/commit/dcb27b421a4a72dc505554687aaf57599b0ac9d2:employee_defaults:support",
      "url": "https://github.com/ticoteam/tico/commit/dcb27b421a4a72dc505554687aaf57599b0ac9d2",
      "title": "Catalog: the Customer Support department",
      "date_published": "2026-09-29T19:28:07-07:00",
      "content_text": "Public source change; may not be shipped.\ntemplates/catalog/support/AGENT.md\ntemplates/catalog/support/card.yaml\ntemplates/catalog/support/employee.yaml",
      "tags": [
        "employee_defaults",
        "support"
      ],
      "_tico": {
        "kind": "employee_defaults",
        "source_revision": "dcb27b421a4a72dc505554687aaf57599b0ac9d2",
        "changed_files": [
          "templates/catalog/support/AGENT.md",
          "templates/catalog/support/card.yaml",
          "templates/catalog/support/employee.yaml"
        ],
        "release_status": "source_change",
        "template": "support"
      }
    },
    {
      "id": "https://github.com/ticoteam/tico/commit/33b23363d8766219ff3ac5e437dc26199bdb6dab:employee_defaults:support",
      "url": "https://github.com/ticoteam/tico/commit/33b23363d8766219ff3ac5e437dc26199bdb6dab",
      "title": "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",
      "date_published": "2026-09-29T17:30:06-07:00",
      "content_text": "Public source change; may not be shipped.\ntemplates/catalog/support/AGENT.md\ntemplates/catalog/support/card.yaml\ntemplates/catalog/support/employee.yaml\ntemplates/catalog/support/knowledge/examples/support-queue.md\ntemplates/catalog/support/playbooks/daily-support-queue.md\ntemplates/catalog/support/playbooks/onboarding.md\ntemplates/catalog/support/playbooks/work-a-ticket.md\ntemplates/catalog/support/state.md",
      "tags": [
        "employee_defaults",
        "support"
      ],
      "_tico": {
        "kind": "employee_defaults",
        "source_revision": "33b23363d8766219ff3ac5e437dc26199bdb6dab",
        "changed_files": [
          "templates/catalog/support/AGENT.md",
          "templates/catalog/support/card.yaml",
          "templates/catalog/support/employee.yaml",
          "templates/catalog/support/knowledge/examples/support-queue.md",
          "templates/catalog/support/playbooks/daily-support-queue.md",
          "templates/catalog/support/playbooks/onboarding.md",
          "templates/catalog/support/playbooks/work-a-ticket.md",
          "templates/catalog/support/state.md"
        ],
        "release_status": "source_change",
        "template": "support"
      }
    },
    {
      "id": "https://github.com/ticoteam/tico/commit/24eb23e093e0bb3cf7af509210152782803f0db8:employee_defaults:support",
      "url": "https://github.com/ticoteam/tico/commit/24eb23e093e0bb3cf7af509210152782803f0db8",
      "title": "Starter templates: tell the hub when onboarding is approved, no GitHub writes by default, secrets never in chat",
      "date_published": "2026-09-29T16:30:13-07:00",
      "content_text": "Public source change; may not be shipped.\ntemplates/catalog/support/AGENT.md\ntemplates/catalog/support/knowledge/examples/triage-digest.md\ntemplates/catalog/support/playbooks/onboarding.md",
      "tags": [
        "employee_defaults",
        "support"
      ],
      "_tico": {
        "kind": "employee_defaults",
        "source_revision": "24eb23e093e0bb3cf7af509210152782803f0db8",
        "changed_files": [
          "templates/catalog/support/AGENT.md",
          "templates/catalog/support/knowledge/examples/triage-digest.md",
          "templates/catalog/support/playbooks/onboarding.md"
        ],
        "release_status": "source_change",
        "template": "support"
      }
    },
    {
      "id": "https://github.com/ticoteam/tico/commit/9735f7149095b317f5abcb78a7b30d294a03c0d8:employee_defaults:support",
      "url": "https://github.com/ticoteam/tico/commit/9735f7149095b317f5abcb78a7b30d294a03c0d8",
      "title": "Six starter bots: Chief of Staff, Support Triage, Sales Drafter, Meeting Notes, Mail Drafts, Issue Triage",
      "date_published": "2026-09-29T16:12:38-07:00",
      "content_text": "Public source change; may not be shipped.\ntemplates/catalog/support/.claude/settings.json\ntemplates/catalog/support/.env.example\ntemplates/catalog/support/AGENT.md\ntemplates/catalog/support/card.yaml\ntemplates/catalog/support/employee.yaml\ntemplates/catalog/support/knowledge/examples/triage-digest.md\ntemplates/catalog/support/playbooks/daily-support-triage.md\ntemplates/catalog/support/playbooks/onboarding.md\ntemplates/catalog/support/playbooks/triage-a-ticket.md\ntemplates/catalog/support/state.md",
      "tags": [
        "employee_defaults",
        "support"
      ],
      "_tico": {
        "kind": "employee_defaults",
        "source_revision": "9735f7149095b317f5abcb78a7b30d294a03c0d8",
        "changed_files": [
          "templates/catalog/support/.claude/settings.json",
          "templates/catalog/support/.env.example",
          "templates/catalog/support/AGENT.md",
          "templates/catalog/support/card.yaml",
          "templates/catalog/support/employee.yaml",
          "templates/catalog/support/knowledge/examples/triage-digest.md",
          "templates/catalog/support/playbooks/daily-support-triage.md",
          "templates/catalog/support/playbooks/onboarding.md",
          "templates/catalog/support/playbooks/triage-a-ticket.md",
          "templates/catalog/support/state.md"
        ],
        "release_status": "source_change",
        "template": "support"
      }
    },
    {
      "id": "https://github.com/ticoteam/tico/commit/d0582b6d1b3f01da1700e84cd986b8d3637d5373:employee_defaults:support",
      "url": "https://github.com/ticoteam/tico/commit/d0582b6d1b3f01da1700e84cd986b8d3637d5373",
      "title": "Docs and templates: docs/files.md, bots publish their deliverables, changelog",
      "date_published": "2026-09-29T10:00:30-07:00",
      "content_text": "Public source change; may not be shipped.\ntemplates/catalog/support/AGENT.md",
      "tags": [
        "employee_defaults",
        "support"
      ],
      "_tico": {
        "kind": "employee_defaults",
        "source_revision": "d0582b6d1b3f01da1700e84cd986b8d3637d5373",
        "changed_files": [
          "templates/catalog/support/AGENT.md"
        ],
        "release_status": "source_change",
        "template": "support"
      }
    },
    {
      "id": "https://github.com/ticoteam/tico/commit/af85539717e1a18b3c350a52068a60459cf3f0f6:employee_defaults:support",
      "url": "https://github.com/ticoteam/tico/commit/af85539717e1a18b3c350a52068a60459cf3f0f6",
      "title": "Tico 0.2.5",
      "date_published": "2026-09-29T08:46:42-07:00",
      "content_text": "Public source change; may not be shipped.\ntemplates/catalog/support/.claude/settings.json\ntemplates/catalog/support/.env.example\ntemplates/catalog/support/.gitignore\ntemplates/catalog/support/AGENT.md\ntemplates/catalog/support/card.yaml\ntemplates/catalog/support/employee.yaml\ntemplates/catalog/support/knowledge/README.md\ntemplates/catalog/support/memory/decisions.md\ntemplates/catalog/support/memory/learnings.md\ntemplates/catalog/support/playbooks/README.md\ntemplates/catalog/support/playbooks/triage-a-ticket.md\ntemplates/catalog/support/reports/.gitkeep\ntemplates/catalog/support/skills/.gitkeep\ntemplates/catalog/support/software/.gitkeep\ntemplates/catalog/support/state.md",
      "tags": [
        "employee_defaults",
        "support"
      ],
      "_tico": {
        "kind": "employee_defaults",
        "source_revision": "af85539717e1a18b3c350a52068a60459cf3f0f6",
        "changed_files": [
          "templates/catalog/support/.claude/settings.json",
          "templates/catalog/support/.env.example",
          "templates/catalog/support/.gitignore",
          "templates/catalog/support/AGENT.md",
          "templates/catalog/support/card.yaml",
          "templates/catalog/support/employee.yaml",
          "templates/catalog/support/knowledge/README.md",
          "templates/catalog/support/memory/decisions.md",
          "templates/catalog/support/memory/learnings.md",
          "templates/catalog/support/playbooks/README.md",
          "templates/catalog/support/playbooks/triage-a-ticket.md",
          "templates/catalog/support/reports/.gitkeep",
          "templates/catalog/support/skills/.gitkeep",
          "templates/catalog/support/software/.gitkeep",
          "templates/catalog/support/state.md"
        ],
        "release_status": "source_change",
        "template": "support"
      }
    }
  ]
}
