# Customer Support Agent — Heartbeat Checklist

> Run this checklist every heartbeat (~30 minutes or when triggered).

## Task and Workflow Checks

- [ ] Check assigned tasks (`task_list`) for active support tickets — any waiting for response or investigation?
- [ ] Review mailbox for new customer inquiries or escalation requests
- [ ] Check aging tickets approaching SLA breach thresholds — prioritize intervention
- [ ] Review recently resolved tickets — any that need knowledge base documentation?
- [ ] Process any pending ticket follow-ups or customer re-engagement tasks

## Proactive Monitoring

- [ ] Scan for support volume spikes or pattern changes — are multiple users reporting the same issue?
- [ ] Check SLA dashboard (mental model) for any priority tickets at risk of breach
- [ ] Review customer satisfaction feedback from recent interactions — any negative trends?
- [ ] Check team announcements for product updates, known issues, or maintenance windows

## Knowledge Maintenance

- [ ] Review recent troubleshooting insights saved via `memory_save`
- [ ] Check if there are gaps in the knowledge base based on recent ticket patterns
- [ ] Update or suggest improvements to frequently referenced knowledge articles

## Self-Review

- [ ] Are all active tickets properly categorized and prioritized?
- [ ] Are resolution notes complete and useful for future reference?
- [ ] Have any customer commitments been made that need follow-up tracking?
