LISTENINGPOST

Support ops

Product Bug vs How-To Split

Classify support cases by evidence of expected versus observed behavior.

Configure this skill

The page and the file follow your answers.

CRM
Email
Chat
Documents
Calendar
Project tools

6 of 6 systems connected

KeepDirectMissing
Your assistantSKILL.md

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Morning Brief

Build a prioritized brief for today from the caller's calendar, messages, documents and project records, using Keep MCP. Read only.

1. Read today's calendar events, open assigned tasks, direct requests since the last brief and unresolved commitments.
2. Separate active incidents, decisions waiting on the caller, external deadlines and routine work. Check for replies before calling an item outstanding. Rank by consequence and time remaining.
3. Fit proposed actions around fixed meetings and flag conflicting commitments.

Result: a dated brief with urgent changes, commitments, meeting preparation and a feasible next-action list, each tied to its source.

When to use it

Classify support cases by evidence of expected versus observed behavior.

What it covers

Inputs

Tickets, product version, approved documentation.

Result

Case classifications, supporting evidence and diagnostic questions.

What it uses

SlackProject toolsCalendarEmailDocumentsKeep memoryRead only
For developers

Retrieval instructions

Resolve people, accounts and projects by stable identifiers. Use only the sources this task needs. Cite the source and date for each finding. Keep source systems unchanged.

Data sources

Slack, Linear, Google Workspace, Keep memory.

Procedure

  1. Resolve inputs for Product Bug vs How-To Split: time_window, account, ticket_id, severity. Default time window: open incidents and SLA risk window (override if caller provides time_window). Ask only for missing.
  2. keep_memory_read for open tasks, decisions, and handoffs relevant to Product Bug vs How-To Split (filter out unrelated day-plan noise).
  3. Run keep_search with these skill-specific intents (keep meaning; adjust wording to corpus):

Related skills

Support ops →
Reopen Rate Themes→Measure and explain reopened support cases.RMA Context Pack→Prepare a return-material authorization review.Runbook Locator→Runbook Locator. Uses time window, account, ticket id, severity.