Harborlight turns resolved tickets into reusable support macros automatically

What changed

• Harborlight now clusters recently closed tickets by resolution pattern and surfaces a draft macro when the same fix appears repeatedly.
• A team lead reviews and edits the proposed macro before it's published, so nothing goes live without a human check.
• Published macros track how often they're used and how often the resulting ticket gets reopened, to catch bad macros early.

Who it helps

The practical problem it solves

Useful resolution patterns usually live only in the head of whichever agent figured them out first, so other agents keep re-solving the same problem from scratch. Auto-drafted macros turn tacit knowledge into a documented, reviewed shortcut the whole team can use.

Ways to try it

• Approve a drafted macro in minutes instead of writing a knowledge-base article from scratch.
• Point a new agent at the macro library instead of shadowing a teammate for a week.
• Retire a macro early if its reopen rate creeps up, before it causes wider damage.

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