Support Knowledge Base

---
name: Support Knowledge Base
description: 'A shape for the support knowledge that ships once and pays back forever.
  Issues, resolutions, escalation paths, known limitations. Claude and ChatGPT answer
  support questions from real past resolutions.

  '
tags:
- issue
- resolution
- escalation
- known-limitation
- faq
containers:
- name: Support Knowledge Base
  description: Your accumulated support memory. Every solved ticket is a future answer.
  llm_instructions: |
    This is a support knowledge base. The goal is to make every past resolution useful for the next ticket and to keep the team and the AI aligned on what is true.
    - When asked about a user-facing issue, search Issues and Resolutions first. Cite the source resolution note.
    - Never invent a fix, a workaround, or a product limitation. If the answer is not in this folder, say so plainly and ask before drafting a customer reply.
    - When the user resolves a new ticket in conversation, suggest writing a Resolution note so the answer becomes searchable next time.
    - Treat Known Limitations as binding. If a customer asks for something on that list, do not promise it.
    - The Escalation Paths folder is operational. Follow it exactly. Do not improvise an escalation route.
  children:
  - name: Issues
    description: One note per recurring issue. Symptoms, affected users, frequency.
    llm_instructions: |
      Use this folder for the patterns customers report.
      - One note per issue. Title format: "Issue: <Short symptom>".
      - Include: Symptoms, Who hits it, How often, Linked resolutions.
      - When a new ticket matches an existing issue, link the new ticket details inside the matching note rather than creating a duplicate.
      - Tag every note with "issue".
  - name: Resolutions
    description: How you actually fixed each issue. The reusable answer.
    llm_instructions: |
      Use this folder for the answer that actually solved a customer problem.
      - One resolution per note. Title format: "Resolution: <Short outcome>".
      - Include: Symptom, Root cause, Steps that worked, Customer-facing reply template, Source ticket.
      - When asked "how do I handle X", return the matching resolution and quote the customer-facing reply template.
      - Tag every note with "resolution".
  - name: Escalation Paths
    description: Who to ping when an issue jumps tiers. Operational steps.
    llm_instructions: |
      Use this folder for the escalation routes.
      - One note per path. Title format: "Escalation: <Issue type>".
      - Steps should be numbered and executable. Names and channels should be current.
      - When asked who to ping, return the matching path. Do not invent an alternate route.
      - Tag every note with "escalation".
  - name: Known Limitations
    description: What the product cannot do today. Honest answers, not roadmap promises.
    llm_instructions: |
      Use this folder for things the product genuinely cannot do.
      - One note per limitation. Title is a short sentence in the negative ("Cannot import from X").
      - Include: What the limitation is, Why it exists, A workaround if any, Whether it is on the roadmap.
      - When a customer asks for something on this list, do not promise. Quote the workaround if there is one.
      - Tag every note with "known-limitation".
  - name: Public FAQ
    description: Customer-facing answers ready to send or post.
    llm_instructions: |
      Use this folder for polished, customer-ready answers.
      - One FAQ per note. Title is the question, exactly as a customer would ask it.
      - Each note has two parts: Short answer (the reply) and Source (the internal resolution or issue note).
      - When drafting a reply, prefer the FAQ wording over rewriting from scratch.
      - Tag every note with "faq".
  notes:
  - title: 'Issue: Slow first page load after sign-in'
    body: |
      A starter issue note. Replace with a real recurring issue.

      ## Symptoms
      Users report a 6 to 10 second blank screen after signing in for the first time.

      ## Who hits it
      Mostly new users on smaller workspaces. Repeat visits are fast.

      ## How often
      Roughly two tickets a week since launch.

      ## Linked resolutions
      - [[Resolution: Warm the workspace cache on sign-up]]

      This is a starter note. Replace it with a real issue.
    tags:
    - issue
    container_path: Support Knowledge Base > Issues
  - title: 'Resolution: Warm the workspace cache on sign-up'
    body: |
      A starter resolution note. Replace with a real one.

      ## Symptom
      Slow first page load after sign-in.

      ## Root cause
      The dashboard query loads the entire workspace tree. On first visit, nothing is cached.

      ## Steps that worked
      1. Enqueue the cache warmup job on the sign-up confirmation.
      2. Show the spinner state on the dashboard for first-time users only.
      3. Send a confirmation email letting the user know the workspace is ready.

      ## Customer-facing reply template
      > Thanks for flagging. The first sign-in is slower because we warm up the workspace in the background. Subsequent visits load instantly. We are working on shortening that first visit too.

      ## Source ticket
      Replace with a real ticket reference.

      This is a starter note. Replace it with a real resolution.
    tags:
    - resolution
    container_path: Support Knowledge Base > Resolutions
  - title: 'Escalation: Data loss reports'
    body: |
      A starter escalation note. Replace with the real path.

      ## When to use
      Any report where a user says notes, folders, or attachments have disappeared.

      ## Steps
      1. Acknowledge the report within one hour.
      2. Tag the ticket with "data-loss" and assign to the on-call engineer.
      3. Pull the user's recent activity log and confirm whether the records are recoverable.
      4. Reply with a status update within three hours, regardless of progress.
      5. If recovery requires a backup restore, follow the Backup Restore runbook (link to be added once Developer Project Memory is connected).

      This is a starter note. Replace it with a real escalation path.
    tags:
    - escalation
    container_path: Support Knowledge Base > Escalation Paths
  - title: Cannot import from Notion at this time
    body: |
      A starter limitation note. Replace with a real one.

      ## What the limitation is
      We do not currently offer a direct Notion importer.

      ## Why it exists
      Notion's export format is HTML with custom blocks. We have not built a parser yet.

      ## Workaround
      Users can export Notion pages to Markdown, then drop the files into Hjarni manually.

      ## Roadmap status
      Not currently scheduled.

      This is a starter note. Replace it with a real limitation.
    tags:
    - known-limitation
    container_path: Support Knowledge Base > Known Limitations
  - title: Why is the first page load slow?
    body: |
      A starter FAQ note. Replace with a real customer-ready answer.

      ## Short answer
      The first sign-in is slower because we warm up your workspace in the background. After that first visit, everything loads instantly. We are working on shortening that first visit too.

      ## Source
      [[Resolution: Warm the workspace cache on sign-up]]

      This is a starter note. Replace it with a real FAQ.
    tags:
    - faq
    container_path: Support Knowledge Base > Public FAQ