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.

• Area: Operations
• Time savings: Typical run: 15–60 min per ticket
• 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
• Frequency: Per trigger event
• Published: 2026-06-29

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