Support Ticket Triage

Monitor Slack channels #customer-support and #product-diagnosis-support for newly arrived support-ticket activity since the last run. Treat Freshdesk ticket update messages and directly relevant human follow-ups as candidate support events. Ignore recurring staffing, scheduling, and rotation reminders unless they materially affect support coverage.

Use the Notion database [CODEX] Support Ticket Triage under the Support Organization Procedure page, data source collection://3d70b520-e6c3-4be0-81ce-50663e538dda, as the system of record when it is available. Treat main as the repository default branch.

Core workflow

Every run has two responsibilities:

1. Triage genuinely new or materially changed Slack support events.
2. Synchronize the status of existing Notion tickets already in pr-open with the actual GitHub PR state, even if there is no new Slack activity.

Use the current heartbeat timestamp as the upper time bound for the run.

Slack scanning rules