add SSC Helper Agent section to Support Stable Counterparts page

Note: We encourage having more than 1 SSC for a group - so if the group you are interested in already has an SSC, don't let that deter your interest!

## SSC Helper Agent

> New to the SSC role? Start with the [SSC Onboarding template](https://gitlab.com/gitlab-com/support/support-training/-/blob/main/.gitlab/issue_templates/Support%20Stable%20Counterparts%20Basics.md).

The **SSC Helper Agent** is a [Glean](https://app.glean.com) agent for GitLab Support Stable Counterparts. It provides a concise view of recent product changes, progress toward the next major GitLab release, support-preparedness work, and relevant Slack discussions — without requiring SSCs to manually review multiple sources.

This agent was created in response to [SSC Helper Agent project request](https://gitlab.com/gitlab-com/support/support-project-portfolio/-/work_items/24), which identified a need for SSCs to get a second set of eyes on changes in GitLab issues, merge requests, and Slack.

### Access

[Open the SSC Helper Agent in Glean](https://app.glean.com/chat/agents/7458777e185a47568377228e6b6ab117).

### Intended users

The primary users are GitLab Support Stable Counterparts who need to stay informed about changes in their assigned product areas.

### What the agent does

For each run, the agent:

- Reviews recent issues and merge requests for the selected projects and labels.

- Identifies progress and open work related to the next major GitLab release.

- Searches relevant Slack channels for planning, rollout, risk, blocker, incident, and support-preparedness discussions.

- Classifies work by scope and impact.

- Highlights items that may require Support review.

- Produces a concise, Slack-friendly status update with links to the relevant GitLab issues, merge requests, or Slack threads.

- Sends the results as a Slack DM from the Glean agent.

- Allows the SSC to choose when the report runs and is sent to Slack.

### Inputs

| Input | Description | Default |

|---|---|---|

| `projects` | Comma-separated GitLab project paths | `gitlab-org/gitlab` |

| `labels` | Comma-separated labels defining product areas or topics | Agent-configured labels |

| `days_back` | Number of days of recent activity to review | `7` |

| `slack_channels` | Optional comma-separated Slack channel names | Derived by workflow when possible |

| `next_major_version` | Major version from the monthly release schedule | Derived by workflow |

### Expected output

The agent produces a Slack-friendly status update organized into sections when content is available:

- **This week's highlights** — notable recent changes

- **Toward the next major release** — open work and progress for the upcoming major version

- **Support preparedness** — items that may affect customer responses or troubleshooting

- **From Slack** — relevant discussions from the configured channels

Each section links to the source GitLab issues, merge requests, or Slack threads. Open and verify linked sources before acting on the output.

### Limitations

- Works within the GitLab context using Glean search, GitLab docs, the Handbook, and Slack where applicable.

- Does not ask for or use your name, email, or identity.

- Must not invent issues, MRs, usernames, labels, dates, channels, or URLs—if a field is uncertain, it leaves it blank.

- Cannot report Slack activity when the resolved channels are empty; automatically discovered channels must be explicitly documented or user-supplied.

- Output is a Support-awareness summary, not a replacement for the linked sources.

- Does not automatically change issues or MRs.

### Recommended use

Use the SSC Helper Agent for:

- Regular product-area updates.

- Preparation for SSC syncs and product discussions.

- Reviewing recent changes before updating Support colleagues.

- Identifying effects on customer responses or troubleshooting.

- Surfacing release risks and open questions.

- Identifying documentation, runbook, or support-readiness gaps.

### New SSC onboarding with the agent

1. Collect your assigned project path (usually `gitlab-org/gitlab`), product-area labels, exact known Slack channel names, and a lookback period (usually `7` days). If unsure, ask your SSC, manager, product, or engineering contacts — do not guess channel names.

1. [Open the SSC Helper Agent](https://app.glean.com/chat/agents/7458777e185a47568377228e6b6ab117).

1. Complete the agent form with your projects, labels, lookback period, and exact channel names using the form-provided options. No local install or custom prompt is needed.

1. The workflow normally derives the next major version automatically.

1. Review the output sections when present and open the linked sources to verify.

1. Use the output for follow-up with Product, Engineering, Technical Writing, SSC syncs, and Support updates.

1. If output is empty: validate project paths and labels, increase `days_back`, supply exact channel names, and inspect the source items directly.

### Maintenance

Review this documentation when any of the following change: SSC workflow or reporting, the release process, product hierarchy or channel mappings, available search behavior, or agent fields, defaults, output format, or classification logic. When updating the agent, update this documentation in the same change with a short note describing what changed.

## Non-group specific SSCs

A couple of roles are not product group specific, but involve all the same expectations and responsibilities.