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Agent Operating Guide

/coach-ticket-open

Draft a support-ticket email to AssureSwarm support for a bug, how-to, or access issue: context auto-gathered, redacted, and staged as a Gmail draft you review and send.

The one-command path from “something is broken” to a fully context-attached support email sitting in your Gmail drafts. The skill interviews you about the problem, auto-gathers context, your tenant subdomain, current MCP setup, schema-snapshot age, and recent log tails, composes a structured email to AssureSwarm support, runs it through the canvas-redactor gate, and calls Gmail create_draft. It never sends: the draft lands in your email client, and you review it and hit send.

When to use

Section titled “When to use”

When something in Canvas needs a person on the vendor side: a bug, a how-to question, an access or account request, or a general helpdesk issue you want to report to AssureSwarm.

  • For a forward-looking product idea rather than something broken, use /coach-feedback.
  • For a suspected security event, data exposure, a credential leak, account compromise, use /coach-security-report, which routes to the vendor’s security desk with the compliance metadata SOC 2 and ISO 27001 expect.
  • To find or reply to a ticket you already opened, use /coach-ticket-status and /coach-ticket-followup.

Inputs

Section titled “Inputs”
Flag Required Notes
--category bug|how-to|feature|access|general No Pre-set the category; otherwise gathered in intake.
--severity critical|high|medium|low No Pre-set the severity. Answering that it blocks work sets a floor of high.
--to <email> No Override the default support@assureswarm.com address.

Example

Section titled “Example”

/coach-ticket-open --category bug --severity high walks you through a brief intake, a one-sentence summary, what you expected versus what you observed, when it started, whether it blocks work, and any error text, auto-gathers your tenant context, and composes a [ticket:bug][severity:high] ... email to support@assureswarm.com, cc’ing your own admin address as a record copy. It runs the redaction gate over the body, creates a Gmail draft, and logs the row to .coworkcanvas/tickets/log.md. You review and send.

Good to know

Section titled “Good to know”
  • Drafts only, never sends. You review in your email client and hit send. For lower attribution, send the resulting draft from a separate account: the plugin tracks no identity beyond the From header on the sent email.
  • Gmail MCP is required. If it isn’t configured, the skill halts with a clear message; there’s no alternative draft path.
  • The subject prefix is machine-parseable. The vendor’s Gmail filter routes [severity:critical] tickets to its oncall mailbox: the plugin just emits the parseable subject the filter keys on.
  • Access and account requests aren’t auto-processed. Anything that looks like an access request is verified out-of-band before the vendor acts.
  • The local log is your audit trail. Find a thread again after you’ve sent with /coach-ticket-status.
Section titled “Related”