feat: add quandri-customer-support plugin (submitted by Nick Roach)

.claude-plugin/marketplace.json

@@ -65,7 +65,7 @@
     {
       "name": "apollo",
       "source": "./partner-built/apollo",
-      "description": "Prospect, enrich leads, and load outreach sequences with Apollo.io — one-click MCP server integration for Claude Code and Cowork.",
+      "description": "Prospect, enrich leads, and load outreach sequences with Apollo.io \u2014 one-click MCP server integration for Claude Code and Cowork.",
       "author": {
         "name": "Apollo.io"
       }
@@ -81,22 +81,22 @@
     {
       "name": "engineering",
       "source": "./engineering",
-      "description": "Streamline engineering workflows — standups, code review, architecture decisions, incident response, and technical documentation. Works with your existing tools or standalone."
+      "description": "Streamline engineering workflows \u2014 standups, code review, architecture decisions, incident response, and technical documentation. Works with your existing tools or standalone."
     },
     {
       "name": "human-resources",
       "source": "./human-resources",
-      "description": "Streamline people operations — recruiting, onboarding, performance reviews, compensation analysis, and policy guidance. Maintain compliance and keep your team running smoothly."
+      "description": "Streamline people operations \u2014 recruiting, onboarding, performance reviews, compensation analysis, and policy guidance. Maintain compliance and keep your team running smoothly."
     },
     {
       "name": "design",
       "source": "./design",
-      "description": "Accelerate design workflows — critique, design system management, UX writing, accessibility audits, research synthesis, and dev handoff. From exploration to pixel-perfect specs."
+      "description": "Accelerate design workflows \u2014 critique, design system management, UX writing, accessibility audits, research synthesis, and dev handoff. From exploration to pixel-perfect specs."
     },
     {
       "name": "operations",
       "source": "./operations",
-      "description": "Optimize business operations — vendor management, process documentation, change management, capacity planning, and compliance tracking. Keep your organization running efficiently."
+      "description": "Optimize business operations \u2014 vendor management, process documentation, change management, capacity planning, and compliance tracking. Keep your organization running efficiently."
     },
     {
       "name": "brand-voice",
@@ -105,6 +105,14 @@
       "author": {
         "name": "Tribe AI"
       }
+    },
+    {
+      "name": "quandri-customer-support",
+      "source": "./partner-built/quandri-customer-support",
+      "description": "Customer support skills for the Quandri CS team \u2014 daily triage briefs, pre-call prep, renewal strategy, response drafting, handoffs, knowledge base management, and weekly reporting across HubSpot, Linear, Slack, Granola, and Asana.",
+      "author": {
+        "name": "Quandri"
+      }
     }
   ]
 }

partner-built/quandri-customer-support/.claude-plugin/plugin.json

@@ -0,0 +1,9 @@
+{
+  "name": "quandri-customer-support",
+  "version": "0.2.0",
+  "description": "Customer Support skills for the Quandri CS team — ticket triage, response drafting, escalations, knowledge base management, and weekly incident reporting across HubSpot, Linear, Slack, and Notion.",
+  "author": {
+    "name": "Quandri Customer Support"
+  },
+  "keywords": ["customer-support", "triage", "hubspot", "linear", "escalation", "knowledge-base"]
+}

partner-built/quandri-customer-support/README.md

@@ -0,0 +1,51 @@
+# Quandri Customer Support Plugin
+
+A Cowork plugin for the Quandri Customer Support team. Provides four skills that cover the core CS workflow — from the moment a ticket comes in to resolving it, documenting it, and escalating it when needed.
+
+## Skills
+
+### Ticket Triage
+Look up a customer in HubSpot, classify the issue by type and priority (P1–P4), and create the corresponding Linear issue. Includes a priority matrix and routing guide.
+
+**Say things like:** *"Triage this ticket from Acme Corp"*, *"What priority is this issue?"*, *"Log this to Linear"*
+
+---
+
+### Response Drafting
+Draft a professional, empathetic reply to a customer tailored to their plan tier and the situation. Pulls context from HubSpot. Includes tone guidelines and response templates for common scenarios.
+
+**Say things like:** *"Draft a response to this customer"*, *"Help me reply to this ticket"*, *"Write a follow-up email"*
+
+---
+
+### Knowledge Management
+Turn a resolved ticket into a structured KB article and save it to Notion. Supports how-to guides, troubleshooting docs, FAQ entries, and reference articles.
+
+**Say things like:** *"Write a KB article for this fix"*, *"Add this to the knowledge base"*, *"Document this solution in Notion"*
+
+---
+
+### Escalation
+Package an issue for engineering, product, or leadership with full context and business impact, and post it to the right Slack channel. Includes an escalation brief template.
+
+**Say things like:** *"Escalate this to engineering"*, *"Write an escalation brief"*, *"This needs to go to the product team"*
+
+---
+
+## Connected Tools
+
+This plugin works with the following tools already connected in Cowork:
+
+| Tool     | Used for                                      |
+|----------|-----------------------------------------------|
+| HubSpot  | Customer context, account lookup, ticket history |
+| Linear   | Issue creation and tracking                   |
+| Slack    | Escalation posting, team notifications        |
+| Notion   | Knowledge base article storage                |
+| Gmail    | Customer email drafts (as needed)             |
+
+---
+
+## Maintained by
+
+Quandri Customer Support team. To add new skills or update reference guides, edit the skill files in this plugin and re-package.

partner-built/quandri-customer-support/config.example.yaml

@@ -0,0 +1,15 @@
+# quandri-customer-support plugin configuration
+# This plugin works through MCP integrations — no API keys or secrets required here.
+# Connect the following tools in Cowork before using these skills:
+
+# Required MCP integrations:
+#   - HubSpot     (customer context, ticket history, account lookup)
+#   - Linear      (issue creation, triage, tracking)
+#   - Slack       (escalations, team notifications, Slack search)
+#   - Granola     (meeting notes and history)
+#   - Gmail       (customer email drafts)
+#   - Google Calendar (upcoming meetings, scheduling)
+#   - Asana       (task tracking, team output)
+
+# No additional configuration needed.
+# Team roster and workspace URLs are baked into the skills for the Quandri CS team.

partner-built/quandri-customer-support/skills/daily-triage-brief/SKILL.md

@@ -0,0 +1,191 @@
+---
+name: daily-triage-brief
+description: >
+  Generates a prioritized morning triage brief for the Quandri support team — surfaces new Linear
+  tickets since yesterday, overnight bot run failures, HubSpot tickets needing a response, and any
+  escalations or urgent flags from Slack. Produces a clear "work through this today" priority list
+  so Alma and Syed can hit the ground running. Use when: morning triage, daily triage, triage brief,
+  start of day, what do I work on today, what came in overnight, what's in the queue, morning brief,
+  daily queue, what needs attention today, triage queue.
+---
+
+# Daily Triage Brief
+
+## Purpose
+Give the support team a prioritized starting point every morning. This is an operational brief — not a summary of what happened, but a concrete answer to "what do I work on right now?" Covers new tickets, bot run failures, customer escalations, and anything that came in since the previous working day.
+
+## When to Use
+- "Morning triage" / "Daily triage brief"
+- "What do I work on today?"
+- "What came in overnight?"
+- "What's in the queue?"
+- "Start of day brief"
+- Any time a support team member is beginning their workday and needs to orient quickly
+
+---
+
+## Core Workflow
+
+### Step 1 — Establish the Lookback Window
+
+- Default to **since end of previous business day** (i.e., after 5pm the prior weekday)
+- If today is Monday, look back to **Friday EOD** — capture the full weekend
+- Use today's date to anchor all time calculations
+
+---
+
+### Step 2 — Scan for Overnight Bot Run Failures
+
+This is the first thing to check — failed bot runs are time-sensitive because customers may be waiting on results and the support team is often the first to catch them.
+
+**Search two sources:**
+
+1. **Linear ONC team** — Use `Linear:list_issues` filtered to the ONC team, created after the lookback window. ONC tickets are often auto-created when a bot run fails. Look for tickets with titles containing terms like "failed", "stuck", "0%", "processing rate", or "exception".
+
+2. **#support-team Slack** — Use `Slack:slack_read_channel` on **#support-team** to catch any run failures or monitoring flags posted since EOD yesterday.
+
+For each failed run identified, collect:
+- Customer name
+- Product line (RR = Renewal Rounds, RQ = Renewal Queue, EE = another product line)
+- What failed and when
+- Whether a Linear ticket already exists (link it) or needs to be created
+- Suggested first action (e.g., "check if re-run is possible", "investigate config", "escalate to ONC")
+
+---
+
+### Step 3 — Pull New Linear Tickets in the Triage Queue
+
+Use `Linear:list_issues` to find tickets created since the lookback window that are unassigned or in a **Triage** / **Todo** state. Focus on the ONC team and any other teams the support team covers.
+
+For each new ticket:
+- Ticket ID, title, team, priority
+- 1-sentence description of the issue (from the ticket description)
+- Suggested owner (Alma or Syed based on product/customer familiarity if determinable, otherwise "Unassigned")
+- Suggested first action (investigate, reach out to customer, escalate to engineering, etc.)
+
+Also flag any **existing tickets** that have jumped to **Urgent** priority since yesterday — these may have been escalated overnight.
+
+---
+
+### Step 4 — Check HubSpot for Customer Replies Needing a Response
+
+Use `HubSpot:search_crm_objects` (object type: `tickets`) to find open tickets where the customer has sent a message that hasn't been replied to yet.
+
+Prioritize:
+- **Tickets with a customer reply > 24 hours old** and no Quandri response — flag as overdue
+- **New tickets opened since EOD yesterday** — need an acknowledgement or first response
+- **Any ticket marked Urgent or High priority** in HubSpot
+
+For each, note:
+- Ticket ID, company name, subject
+- What the customer is asking or reporting (1 sentence)
+- How long since their last message
+- Suggested response type (acknowledgement, investigation needed, quick answer)
+
+---
+
+### Step 5 — Scan #support-team for Overnight Context
+
+Use `Slack:slack_read_channel` on **#support-team** for messages since the lookback window.
+
+Look for:
+- Any escalations or urgent flags posted by teammates
+- Customer mentions with unresolved questions
+- Any context from Nick about priorities for today
+- Anything from the previous evening that needs a follow-up action today
+
+Surface only what's actionable — skip informational messages that don't require a response.
+
+---
+
+### Step 6 — Check for Sev-1 Tickets Needing Cleanup
+
+The support team periodically does Sev-1 cleanup — reviewing severity-1 tickets that may be resolved or stale. Use `Linear:list_issues` to surface any **Sev-1 / Urgent** tickets that:
+- Have had **no update in 7+ days**
+- Are marked as resolved in practice but not yet closed in Linear
+- Have a status mismatch (e.g., still "In Progress" but last comment says issue is fixed)
+
+Flag these as a secondary cleanup task if the queue is otherwise manageable.
+
+---
+
+### Step 7 — Build the Prioritized Work List
+
+Using everything gathered, produce a synthesized priority list following the structure in `references/triage-template.md`.
+
+**Priority order logic:**
+1. 🔴 **P1 — Do first**: Overnight bot run failures, overdue customer responses (>24h), Urgent tickets with no owner
+2. 🟠 **P2 — Do today**: New unassigned tickets needing triage, new HubSpot tickets needing acknowledgement, escalated tickets
+3. 🟡 **P3 — Do when P1/P2 are clear**: Sev-1 cleanup, stale tickets, monitoring runs that haven't failed but are scheduled today
+4. ⚪ **On radar**: Things to be aware of but no action needed yet
+
+The list should be **concrete and actionable** — not "review open tickets" but "ONC-712: Go Insurance run failed overnight — check if manual re-run is needed."
+
+---
+
+### Step 8 — Offer to Assign and Post
+
+After generating the brief, offer:
+
+1. **Assign tickets in Linear** — Use `Linear:save_issue` to assign unowned tickets to Alma or Syed based on the suggested owners in the brief
+2. **Post to #support-team** — Draft a short Slack summary of today's top priorities using `Slack:slack_send_message_draft`
+3. **Create Asana tasks** for any follow-ups that don't belong in Linear (customer outreach, internal coordination tasks)
+
+**Always create drafts — never post or assign without user confirmation.**
+
+---
+
+## Smart Defaults & Judgment Calls
+
+| Situation | Default Behavior |
+|-----------|-----------------|
+| No new tickets or failures overnight | "Clean queue — nothing new since EOD. Here's what's already open to work through." Then surface top existing open tickets |
+| Monday morning | Automatically extends lookback to Friday EOD — note "covering Friday EOD through Monday morning" |
+| Heavy overnight queue (10+ items) | Lead with P1 items only, summarize P2/P3 as counts with a note to review after clearing P1 |
+| User is Nick (not Alma/Syed) | Frame the brief as a team overview — "here's what Alma and Syed are walking into today" |
+| Ticket already assigned | Skip assigning, just list it |
+| Bot run failure with an existing ONC ticket | Link the ticket, don't create a duplicate |
+
+---
+
+## Tool Reference
+
+| Tool | Use |
+|------|-----|
+| `Linear:list_issues` | Pull new and triage-queue tickets; ONC overnight failures |
+| `Linear:get_issue` | Get details on specific tickets |
+| `Linear:list_comments` | Check latest activity on existing tickets |
+| `Linear:save_issue` | Assign tickets to team members (with confirmation) |
+| `Linear:list_teams` | Confirm ONC and other team IDs |
+| `HubSpot:search_crm_objects` | Find customer replies and new HubSpot tickets |
+| `HubSpot:get_crm_objects` | Get ticket details |
+| `Slack:slack_read_channel` | Scan #support-team for overnight context and run flags |
+| `Slack:slack_send_message_draft` | Draft the Slack summary post for #support-team |
+| `Asana:asana_create_task` | Create follow-up tasks for non-Linear items |
+
+---
+
+## Team Context (Quandri CX)
+
+- **Primary users**: Alma St. Hilaire and Syed (this brief is built for them)
+- **Manager**: Nick (uses it as a team overview)
+- **Linear team for incidents**: ONC — this is where bot run failures live
+- **Product lines to know**:
+  - **RR** = Renewal Rounds (most common)
+  - **RQ** = Renewal Queue
+  - **EE** = another product line
+- **Bot run failures** are time-sensitive — customers run scheduled renewal processing and failures can block their workflows
+- **Sev-1 tickets** = highest severity, map to Urgent priority in Linear
+- **Triage channel**: #support-team
+
+---
+
+## Example Invocations
+
+- "Morning triage"
+- "What do I work on today?"
+- "What came in overnight?"
+- "Daily triage brief"
+- "What's in the queue this morning?"
+- "Start of day brief for the support team"
+- "Alma, what does your queue look like today?"