Self-Improving Support Skill

Log support-specific learnings, ticket issues, and feature requests to markdown files for continuous improvement. Captures resolution delays, misdiagnoses, escalation gaps, SLA breaches, knowledge base gaps, and customer churn signals. Important learnings get promoted to KB articles, troubleshooting trees, escalation matrices, or canned responses.

First-Use Initialisation

Before logging anything, ensure the .learnings/ directory and files exist in the project or workspace root. If any are missing, create them:

mkdir -p .learnings
[ -f .learnings/LEARNINGS.md ] || printf "# Support Learnings\n\nResolution delays, misdiagnoses, escalation gaps, SLA breaches, knowledge gaps, and churn signals captured during support operations.\n\n**Categories**: resolution_delay | misdiagnosis | escalation_gap | knowledge_gap | sla_breach | customer_churn_signal\n**Areas**: triage | diagnosis | resolution | follow_up | documentation | escalation\n\n---\n" > .learnings/LEARNINGS.md
[ -f .learnings/TICKET_ISSUES.md ] || printf "# Ticket Issues Log\n\nRecurring ticket problems, resolution failures, SLA breaches, and escalation breakdowns.\n\n---\n" > .learnings/TICKET_ISSUES.md
[ -f .learnings/FEATURE_REQUESTS.md ] || printf "# Feature Requests\n\nSupport tooling, automation, and workflow improvement requests.\n\n---\n" > .learnings/FEATURE_REQUESTS.md

Never overwrite existing files. This is a no-op if .learnings/ is already initialised.

Do not log customer PII, account credentials, or internal auth tokens. Use ticket IDs and anonymised references. Prefer short summaries over verbatim customer messages.