The problem
The easy tickets have macros. The hard ones do not. A refund past the window, a product quirk only two people understand, an edge case in the pricing policy. The answer lives in a senior agent's head or a thread from six months ago, so new agents guess, escalate, or answer inconsistently.
Put the real answers where every agent's AI can read them
Keep your resolutions, product quirks, policies, and escalation paths in a shared team space. Connect Claude or ChatGPT through MCP, and every agent's assistant answers from the same notes. Not a canned macro, the actual decision your team made.
What a support team keeps shared
- Policies folder: refunds, exceptions, edge cases, and who can approve them
- Product quirks: the known gotchas and workarounds that never made the help center
- Resolutions: how the hard tickets actually got solved, kept for the next time
- Escalation paths: who owns what, and when to hand a ticket up
Consistent answers, faster ramp
When every agent's assistant reads the same notes, "how do we handle a refund past the window?" gets the answer your policy actually says, every time. A new agent connects their own AI and ramps faster, because the team's hard-won context is one question away. Roles let a new agent read everything while only leads change policy.
The best answer lives in one agent's head. It doesn't have to.
What support teams keep in Hjarni
- Policy and exceptions: the rules and the edge cases, with who can approve what
- Product knowledge: quirks, workarounds, and known issues agents hit daily
- Resolutions library: how hard tickets were solved, reusable next time
- Escalation and ownership: who to reach, and when
- Team AI instructions: folder-level rules every agent's assistant follows
Not a help center, not macros
Help centers are written for customers. Macros are canned text. Hjarni is the internal source of truth your agents' AI reads to handle the messy cases in between. Put it in a shared team space and every agent's Claude or ChatGPT answers from the same place. See Hjarni for Teams, or the set up your team guide.