New seat tier between engineer and viewer. Dedicated /l1 surface
(dashboard + walker + drafts) for first-call helpdesk staff. Walk-in
intake + PSA queue both produce tickets. Match-or-build pipeline
prefers authored flows, then outcome-validated AI drafts, then builds
fresh from KB. Three KB connectors: IT Glue, Hudu, SharePoint/OneDrive.
Escalation via package + PSA reassign, picked up in chat. Engineer
coverage via per-user can_cover_l1 flag with audit-log tagging.
Co-Authored-By: Claude Opus 4.7 <noreply@anthropic.com>
Michael Chihlas
d1cf77cd41