Support Desk & Calls

How it works

The mechanics of this kit, plainly — what runs and when, where the data lands, and what you look at.

• Queue sweep runs every hour, on the hour and keeps the The Queue dashboard fresh. Every hour it reads the support inbox and the call log, and keeps the queue honest.
• Support digest runs weekdays · 8am. Each weekday morning, one card on where the desk stands.
• Support replies runs weekdays · 9am, in 2 stages: Haven reads and picks (handing over needs reply), then Quill drafts the replies (handing over drafted).
• What is captured lands in the Ticket log record, which lives at Data/Ticket Log in your vault — yours to open, search, and edit like any other file.
• What is captured lands in the First responses record, which lives at Data/First Responses in your vault — yours to open, search, and edit like any other file.
• The The Queue dashboard reads from the record and shows, at a glance: open by priority · past target · the queue, oldest first · open vs resolved · calls today · call back · on the line · recent calls · first reply · median hours, by month · top issues, by category · every ticket.

The wiring, in one breath: Ticket capture writes to Ticket log · Queue sweep writes to Ticket log · Queue sweep writes to First responses · Ticket capture writes to First responses · Ticket log shown by The Queue · First responses shown by The Queue · The Queue kept fresh by Queue sweep · Ticket log summarised by Support digest · Ticket log feeds Support replies · Ticket capture given to Haven · Reply drafts given to Haven · Haven hands over to Quill.

Getting the most from it

A kit earns its place when it changes what you look at and what you say, not when it is installed. This is the rhythm that makes it pay.

• Look at The Queue at the start of the day and once after lunch, not at the inbox. The sweep has already filed what came in and aged it; Open by priority and Past target are the honest signal of where you are behind.
• Read the drafts before you read the tickets. Support replies runs at nine on weekdays and Quill writes into your drafts folder, never sends — so a five-minute read-edit-send is the whole morning pass. Run it by hand when the queue spikes.
• Say what happened in passing — "Alice rang about the login loop", "close the invoice one", "I've answered T-0142 by phone" — and Haven keeps the log in step. A call you take from the board's Call back button counts as the first reply on its own.
• Read Top issues for what to fix upstream, not for whom to answer next: four login tickets in a month is a reset flow to mend, and the category bar is where that shows first.
• Correct the sweep's judgement and it sticks: "that address is not support", "billing questions are never urgent", "anything from a paying customer is". Each becomes a rule in Haven's preferences, and the next sweep files by it.
• If your volume is light, retime the sweep from hourly to once a day on the Routines screen — twenty-four short runs a day is the honest cost of an hourly queue, and the morning digest already gives you the picture.

Make it yours

Nothing here is fixed. The pieces are ordinary agents, routines, records and dashboards, so anything you know about shaping those applies. Retire whatever earns nothing.

Things people usually change first

Say any of these in chat, or edit them on the kit’s page in the app.

• Which address is the support address, and what should never become a ticket.
• The reply target per priority — what "urgent" means for your desk.
• How often the sweep runs: hourly by default, once a day if your volume is light.
• Whose tickets get a drafted reply, and the sign-off and register those replies use.

Your first run

Installing starts a short setup conversation — not a form. Answer roughly, correct later.

1. Adding the Kit offers the first sweep right away: connect your email on the same screen, start it with one tap, and watch it read back through thirty days of the support inbox — and your call log, if your phone line is connected — and build the queue: one ticket per ask, aged, with a priority and a reply target judged from the words. Prefer not to connect? Tell Haven what is waiting instead, and the log builds by hand.
2. When that first sweep finishes, Haven leaves a short note in your 1Presence inbox saying what it filed — how many tickets, from how many requesters — and invites two minutes together: which address is the support address, what counts as urgent for you (the reply targets per priority), what should never be a ticket, and how the drafted replies should read.
3. From then on the sweep runs every hour and stays quiet unless something urgent lands or a ticket passes its target; the digest arrives each weekday at eight; the reply pass follows at nine.
4. You correct what it filed, in chat — a priority, a category, a ticket that was never one. Those corrections make the next hour's sweep better than the last.

Watch the first pass, then tell it what you would have done differently — that correction teaches it more than any setup could.

The essentials

Learning, preferences and run costs work the same in every kit — so they are covered once, in the Kits guide.

Living with a Kit — the Kits guide →

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