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434c86e2c3
Keep docs asset URLs repo-root-relative and pass images as literal MDX children so Mintlify can compile them through OptimizedImage under the /docs mount. Mintlify's official guidance says: “Image paths are root-relative from your docs repository.” It also says relative paths such as `./screenshot.png` are unsupported. See [Image embeds](https://www.mintlify.com/docs/create/image-embeds). The existing `/images/...` paths were correct. The failure came from passing them through custom-component string props, which kept Mintlify from seeing those images during its MDX transform. - fix hero, building-block, and Slack avatar images - preserve Slack avatar clipping - normalize Hermes and Company Brain icon sizing Tested with Mintlify validation, broken-link checks, and browser checks across every changed route.
101 lines
4.9 KiB
Text
101 lines
4.9 KiB
Text
---
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title: "From Support Ticket to Code Fix"
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sidebarTitle: "Escalation"
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description: "A Plain ticket gets triaged in Slack, and an @mention hands the fix to Cursor"
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icon: "bug"
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---
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import { SlackThread, SlackMessage, Mention, FileAttachment, AgentLink, SlackUnfurl, SlackButton } from "/snippets/slack-message.mdx";
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## The scenario
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A customer files a ticket through Plain. It lands in `#support`, gets triaged with context Company Brain already has lying around, and — instead of someone manually filing a bug and waiting — an @mention hands the whole thing straight to Cursor.
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## What happens
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<SlackThread channel="#support" members={24}>
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<SlackMessage
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name="Plain"
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badges={["APP"]}
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hasAvatar
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time="10:12 AM"
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>
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<img src="/images/company-brain/plain-icon.png" alt="" />
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New conversation: <AgentLink href="#">rewriteQuery param not working</AgentLink>
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<br />
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**Jordan Alvarez** (acme-corp.io) sent a **new message**.
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<SlackUnfurl footer="Added by Plain">
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hi team, just tried the `rewriteQuery` param on the v3 search endpoint and it doesn't seem to actually do anything — tried a few different values, results look identical either way. can someone take a look
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</SlackUnfurl>
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</SlackMessage>
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<SlackMessage bot hasAvatar time="10:13 AM">
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<img src="/images/company-brain/supermemory-slack-icon.png" alt="" />
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Confirmed, this is a real one — a couple of people have also flagged it on GitHub over the last week.
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<br />
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<br />
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Quick context: v3 search is deprecated, but we've committed to legacy support through end of year, so it's still worth fixing rather than telling people to migrate. Most likely cause is a change <Mention>Adam</Mention> shipped last week to cut down query-rewrite costs — looks like it short-circuits before `rewriteQuery` gets applied in some cases.
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<br />
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<br />
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<Mention>cursor</Mention> can you take this one? Full context attached.
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<br />
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<br />
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<FileAttachment name="Context.md" />
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</SlackMessage>
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<SlackMessage
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name="Cursor"
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badges={["AGENT"]}
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hasAvatar
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time="10:14 AM"
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>
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<img src="/images/company-brain/cursor-icon.png" alt="" />
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<AgentLink href="#">Agent thread started</AgentLink>
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<br />
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Reproducing against the v3 search test suite now.
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</SlackMessage>
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<SlackMessage
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name="Cursor"
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badges={["AGENT"]}
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hasAvatar
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time="10:19 AM"
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>
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<img src="/images/company-brain/cursor-icon.png" alt="" />
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Fixed — `rewriteQuery` was getting skipped by the new cost short-circuit whenever a query was already cached. Pushed on <AgentLink href="#">#2312</AgentLink>.
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<br />
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<br />
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**Resolution:**
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<br />
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• Scoped the short-circuit to skip only the rewrite step, not the whole `rewriteQuery` path
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<br />
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• Added a regression test covering `rewriteQuery` against a cache hit
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<br />
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<br />
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**Repository:** `supermemoryai/mono`
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<br />
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<br />
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<SlackButton variant="primary">Open in Web</SlackButton>
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<SlackButton>Open in Desktop</SlackButton>
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</SlackMessage>
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<SlackMessage bot hasAvatar time="10:20 AM">
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<img src="/images/company-brain/supermemory-slack-icon.png" alt="" />
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<Mention self>Dhravya</Mention> I'll let you review that and let the customer know we have a fix ready.
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<br />
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Please do it ASAP — it's an enterprise customer!
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</SlackMessage>
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</SlackThread>
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## What's really going on
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The first two turns are the same pattern as [Automatic Support](/company-brain/use-cases/support): the bot is already a member of `#support`, so it [chimes in](/company-brain/automations) unprompted, correlating the ticket against known GitHub issues and whatever it knows about the codebase and the v3 deprecation timeline.
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The handoff to Cursor is different. That's not a chime-in — it's an explicit `@mention`, and Cursor is wired in as a [tool connector](/company-brain/connectors) (a custom MCP server, same as GitHub or Linear under the hood) that can act, not just answer. Naming it by name is what triggers the write: Company Brain hands off the attached context and Cursor opens its own agent thread against the repo, the same way a mention of GitHub or Linear in [Acting in Tools](/company-brain/use-cases/acting-in-tools) triggers a write rather than a read. Nothing happens in the codebase without that explicit ask.
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Whether that handoff is even possible follows the same [permissions](/company-brain/permissions) rules as any other tool: it runs under whichever connection — personal or org-shared — is actually wired up for Cursor, and it's scoped to what that connection can see.
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<CardGroup cols={2}>
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<Card title="Acting in Tools" icon="wrench" href="/company-brain/use-cases/acting-in-tools">
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How @mentions trigger writes instead of reads.
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</Card>
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<Card title="Connectors" icon="plug" href="/company-brain/connectors">
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Wire up Plain, GitHub, and custom MCP servers like Cursor.
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</Card>
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</CardGroup>
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