Customer Support · CS · helpdesk-customer-support
Instance this run: floor-gtm P-004 (support for a device that ships with firmware) against agent-keys before any unit exists: no ticket, no release notes, no updater tool named; the day-1 questions the sheets already answer
Desks
| # | lane · seated skill | procedure | status | declared output | connectors | tabs / rows | grade |
|---|---|---|---|---|---|---|---|
| 1 | Ticket triage ticket-triage · /support:triage | P-C01 (instance: floor-gtm P-004 S1) | run · no ticket on record | xlsx triage log (P1–P4, reason cited) | Intercom · HubSpot · Jira · Slack [verify] — not connected | 1 / 7 | known·secondary |
| 2 | Customer research customer-research · /support:research | P-C02 | run | xlsx answers (source · grade) | Intercom · HubSpot · Guru · Notion [verify] — not connected; answers read from the sheets | 1 / 8 | known·secondary |
| 3 | Response drafting response-drafting · /support:draft-response | P-C03 (instance: floor-gtm P-004 S3) | run · holding replies only | doc draft · md · xlsx claim check | Intercom · MS365 · Slack [verify] — not connected; the send is a named human's | 1 / 7 | known·secondary |
| 4 | Escalation brief escalation · /support:escalate | P-C04 (instance: floor-gtm P-004 S4) | run · packet template, no ticket | doc brief · xlsx affected accounts | Jira · Slack · Intercom [verify] — not connected | 1 / 8 | known·secondary |
| 5 | KB article knowledge-management · /support:kb-article | P-C05 (instance: floor-gtm P-004 S5) | run · one draft, two candidates | md article · doc · xlsx article index | Guru · Notion · Intercom [verify] — not connected | 1 / 6 | known·secondary |
| 6 | EMPTY — unseated none | — | EMPTY — unseated | TBD — staffing it is a P-C00 edit citing the operator's message | — | 1 / 2 | observed |
| 7 | Procedure Grader (blind) Procedure Floors | P-C01…P-C05 | run · self · not blind | xlsx score sheet | none | 1 / 6 | observed |
source: cowork/out/_build/floors.json · cowork/src/floors/*.py · FLOOR.md helpdesk/procedures/helpdesk-customer-support/FLOOR.md
Plugin procedures on file (0)
| id | title | version | shape | path |
|---|---|---|---|---|
| none yet — the first procedure is a sprint task (see the sprint issue below) | ||||
Runs (0)
| run | procedure | state | week · started | steps | outputs | grade |
|---|---|---|---|---|---|---|
| no plugin run yet | ||||||
Sprint issues
| week · day | issue | tasks | workbook |
|---|---|---|---|
| 2026-W37 · 20260910 | #5 | 8 tasks · 0 TBD | plugins/agent-keys-plugin/runs/R-PRD-20260909T045919/sprint/helpdesk-customer-support/sprint-20260910-helpdesk-customer-support.xlsx |