memory: 2026-02-17 daily log

memory/2026-02-16.md

@@ -36,6 +36,23 @@
 - Generali Versicherungs-Formular: blocked by SevDesk error, reminder set for Thu Feb 19 10:00 Vienna
 - PC Streaming fixen: reminded multiple times, keeps postponing
 
+## DocFast Support Agent Overhaul
+- Support agent was replying robotically (same template every time) — rewrote prompt to be natural/human
+- **BUG: FreeScout threads API** — `/conversations/{id}/threads` returns empty; must use `/conversations/{id}?embed=threads`
+- **BUG: Thread ordering** — FreeScout returns threads in reverse chronological order (newest first), not oldest first
+- **BUG: Duplicate replies** — old `tickets` command showed all active tickets, not just ones needing reply → agent replied 8 times to ticket #369
+- Added `needs-reply` command — filters by: assigned to franz.hubert@docfast.dev + last non-note/lineitem thread is type `customer`
+- Agent now closes resolved tickets with `--status closed`
+- Escalation path: if can't solve → assign to dominik.polakovics@cloonar.com + draft note
+- Switched support agent from Opus to **Sonnet 4.5** (cheaper, good enough)
+- Corrected signup flow docs: verification CODE sent by email → enter on website → API key shown on screen (NOT emailed)
+- Ticket #369 (dominik@superbros.tv): customer says verification code never arrives, business halted. Agent kept telling them to retry. Needs investigation of mail delivery logs.
+- Ticket #370 (office@cloonar.com): unassigned, also lost api key
+
+## Rate Limiting
+- Hit Anthropic API rate limits starting ~21:09 UTC — uptime monitor cron jobs failing with 429s for hours
+- Too many cron jobs running simultaneously burning through rate limits
+
 ## Misc
 - Suchard Express Kakao: 80% sugar, ~25g per cup (8 Würfelzucker)
 - One Piece S2: March 10, all 8 episodes at once, ~40-50 min each