Account Issue

Account Issue

When to Use

Customer reports account access or security problems. Common scenarios: account locked, forgotten password, suspicious login, account hacked, email changed without consent.

Required Tools

• normalize_ticket
• classify_ticket
• assess_risk
• retrieve_evidence
• generate_draft

Business Constraints

• No auto-send. Security-related account issues require human verification.
• Do not share account credentials in any reply.
• Verify identity before performing account changes.
• Do not confirm account details (email, phone, address) in draft.

Evidence Requirements

• Retrieve account recovery / security procedures from knowledge base.
• Retrieve login history if available.
• Check for ACCOUNT_SECURITY_RISK flag.

Human Review Rules

• must_human_review: true when ACCOUNT_SECURITY_RISK or PRIVACY_RISK flagged.
• must_human_review: true when draft confidence < 0.6.
• must_human_review: true for any password reset or account recovery request.

Bad Cases

• Releasing account details without identity verification.
• Treating account takeover as a simple login issue.
• Promising specific resolution time for security investigations.