Customer Escalation Timeline

Customer Escalation Timeline

Use this mirror with the full repository checkout so relative paths such as customer-escalation-timeline/scripts/customer_escalation_timeline.py resolve correctly.

Workflow

1. Confirm the user wants an escalation review, not live ticket modification or customer messaging.
2. Ask for local exports: tickets, event/conversation logs, and optional account context.
3. Run the local scanner when file paths are available:

python3 customer-escalation-timeline/scripts/customer_escalation_timeline.py \
  --tickets customer-escalation-timeline/scripts/fixtures/tickets.csv \
  --events customer-escalation-timeline/scripts/fixtures/events.csv \
  --accounts customer-escalation-timeline/scripts/fixtures/accounts.csv \
  --now 2026-05-21T09:00:00

4. Produce an escalation timeline report with handoff packet, timeline findings, controls checked, closure gate, and open questions.
5. Never close, reassign, delete, or edit live tickets. Do not send customer messages without human approval.

Expected fixture terms include Escalation Timeline Decision, owner_acceptance_required, customer_update_due, handoff_packet_required, and repeat_contact_or_fix_validation.