Brian Support
In-conversation support triage — diagnose retrieval, storage, and session issues without leaving the chat.
Description
Prerequisites
- Brian connected
Install in Claude
Download
Sign in, then click Download. You'll get a zip with the skill folder inside.
Upload to Claude
In Claude, go to Settings → Capabilities → Skills → Add custom skill. Upload the zip you just downloaded.
Test it
Try a prompt that should trigger the skill — Brian's docs and the description above show what activates Brian Support.
Skill content
name: brian-support description: In-conversation support triage for Brian users. Diagnoses retrieval issues, storage problems, and session confusion. Writes structured support tickets to Brian/Support.
brian-support
In-conversation support triage. When a Brian user hits a problem, diagnose and resolve it without leaving the conversation.
When to use
User expresses a problem with Brian's behaviour:
- Retrieval returning wrong, stale, or irrelevant results
- Something stored doesn't seem to have saved
- Confusion about spaces, sessions, or memory types
- "This isn't working" / "Brian's not working" / "It forgot X"
- Any question about how Brian is supposed to behave
Step 1: Diagnose before escalating
Most issues are solvable in-conversation:
| Symptom | Likely cause | Fix |
|---|---|---|
| Wrong results returned | Wrong active space | Check space, switch with set_space, re-retrieve |
| Irrelevant results | Query too vague | Retry with more specific query terms |
| Memory didn't save | Content-hash dedup blocked it (exact duplicate exists) | Check with list_memories |
| Stale information | Old memory not superseded | Update via update_memory or store new version |
| "Brian forgot X" | Memory in a different space | Search other spaces or set space to "all" |
| Session won't start | Previous session still open | Close it with close_session first |
Step 2: Triage questions (if not immediately diagnosable)
Keep to 2-3 questions:
- "What were you trying to do?"
- "What did you expect to happen?"
- "What actually happened?"
Step 3: Resolve in-conversation where possible
If the fix is a delete_memory, update_memory, space switch, or session close — do it. The support ticket still gets written for the record.
Step 4: Write the support ticket
Once the issue is understood, store as a document:
store_document(
filename: "support-ticket-YYYY-MM-DD-[slug].md",
content: [structured ticket markdown],
content_type: "markdown_doc",
description: "Brian support ticket: [one-line issue description]",
drive_path: "Brian/Support",
tags: ["support", "ticket", "open"],
salience: 0.7
)
Ticket content should include:
- Issue description
- Steps to reproduce
- Expected vs actual behaviour
- Timestamp
- Active space context
- Any memory IDs involved
- Resolution (if resolved in-conversation)
Step 5: Confirm to the user
Simple: "I've logged that as a support ticket. Tim will be able to see it in Brian/Support."
Escalation
For issues Claude can't resolve in-conversation (backend failures, data loss, account issues), direct the user to support@imbrian.io. The ticket should still be written.
When tickets are resolved
Update the document's tags from ["support", "ticket", "open"] to ["support", "ticket", "resolved"] via update_memory. This can be done by the user or by Tim when reviewing support tickets.
Release notes
Initial drop.