Crm Support Ticket Sop

CRM Support Ticket SOP

Use this skill for support-console tasks where the prompt provides a payload file and an answer_template.json. The goal is not to write a narrative; it is to return the exact JSON object requested by the template using console evidence.

Evidence Workflow

1. Read the prompt, payload files, and answer template first. The template controls field names, enum spellings, ordering, empty-value conventions, and summaries.
2. Use the support-console base URL from the prompt or harness. If an environment_access.md file is provided, prefer its GDPEVO_ENV_BASE_URL. Check /health before bulk lookups.
3. Use the remote console API only. Do not start a local service or inspect local environment source.
4. The API paths are usually under /api:
   • Wired service tickets: GET /api/tickets/{ticket_id}, GET /api/accounts/{account_id}, GET /api/diagnostics/{ticket_id}, GET /api/outages?service_area={service_area}.
   • Mobile queues: GET /api/cases/{case_id}, GET /api/customers/{customer_id}, GET /api/lines/{line_id}, GET /api/devices/{device_id}, GET /api/bills?customer_id={customer_id}, GET /api/plans/{plan_id}.
   • Enterprise export incidents: GET /api/enterprise/incidents/{incident_id}, GET /api/enterprise/accounts/{enterprise_account_id}, GET /api/enterprise/export-runs?incident_id={incident_id}, GET /api/enterprise/messages?incident_id={incident_id}.
5. Treat {"error":"not_found"} as evidence that the record is absent. Do not silently substitute a similarly named record.
6. Keep a small evidence table while working: input id, fetched ids, decisive evidence, final enum choices. This prevents summary-count drift.

Output Conventions

Return only JSON conforming to the answer template. Do not add prose, markdown, comments, or extra fields.

• Preserve the requested order: payload order for ticket batches; ascending case_id when the template says so; listed order for required permission users.
• Use exact enum spelling and casing. Use NONE, NO_ACTION, empty string, false, or 0.00 only as the template specifies.
• For numeric money fields, emit two decimal places when writing the JSON text; for GB fields that request one decimal, emit one decimal.
• Count summaries from the final decision objects after all routing is settled. Count route/team enums only when the decision uses that route/team, and do not count NONE.
• If the template includes both per-item decisions and a summary, finish per-item decisions first, then recompute every summary field directly from them.

Wired Service-Ticket Rules

Fetch the ticket, account, active outages for the ticket service area, and diagnostics. Classify in this priority order so noisy diagnostics do not override a hard blocker:

1. Missing ticket or missing account: FAILED; route/blocker INVALID_ACCOUNT; no escalation team; diagnostic not required.
2. Account status is not active: usually PENDING_ACTION; route INELIGIBLE_ACCOUNT or blocker OVERDUE_SUSPENSION/FRAUD_SUSPENSION; team ACCOUNTS_PAYABLE for overdue/account-hold cases. Do not diagnose a suspended account as a network fault.
3. Authentication failure or unrecovered account recovery: FAILED; route/blocker AUTH_FAILED; usually route to TIER2_SUPPORT if a team field is required.
4. Active outage matching the ticket service type: PENDING_ACTION; route OUTAGE_WAIT; blocker ACTIVE_OUTAGE; include the outage_id; no escalation team. Count customer-wait tickets for outage waits, not for every pending action.
5. Diagnostics-driven resolution or escalation:
   • CONFIGURATION_DRIFT or similar customer/service configuration drift: RESOLVED, route AUTO_TROUBLESHOOTING, team NONE.
   • FIBER_DROP_DAMAGE, SIGNAL_LOSS, physical drop, or line-work damage: ESCALATED, team FIELD_OPS, blocker PHYSICAL_LINE_FAULT.
   • BACKBONE_CAPACITY, congestion, or capacity faults: ESCALATED, team NETWORK_ENGINEERING, blocker NETWORK_CAPACITY.
   • PROVISIONING_STALE, VOICE_PROFILE_STALE, stale profile, or move/provisioning mismatch: ESCALATED, team TIER2_SUPPORT, blocker PROVISIONING_STALE.
   • Unknown but materially bad diagnostics on an otherwise active, non-outage account: escalate to TIER2_SUPPORT rather than inventing an outage.

Diagnostic flags are evidence fields, not routing priorities. Set them from measurements when diagnostics exist:

• latency_issue: high latency, packet-loss/latency root cause, or latency roughly at or above 100 ms.
• stability_issue: high jitter, packet loss, signal loss, intermittent service, or jitter roughly at or above 30 ms.
• bandwidth_issue: measured bandwidth materially below subscription, commonly below about 80 percent of subscribed Mbps.
• diagnostic_needed/diagnostic_required: true when diagnostics are what decides the outcome; false for invalid account, suspension, auth failure, and active outage decisions.

Mobile Support Rules

For each case, fetch the case, customer, line, device, bills, and plan. The line identifies the customer, device, plan, suspension state, roaming entitlement, and data usage; the device identifies the user-side setting.

Choose the first decisive action in this priority order:

1. Missing case, line, device, or ambiguous evidence: TRANSFER_HUMAN with route HUMAN_TRANSFER.
2. Suspended line for overdue bill: primary SEND_PAYMENT_REQUEST, secondary RESUME_LINE_REBOOT, include the overdue bill_id, set charge to the overdue amount, route BILLING_RECOVERY.
3. Airplane mode enabled: TOGGLE_AIRPLANE_MODE.
4. SIM missing/not active with no service: RESEAT_SIM.
5. Mobile data disabled: TOGGLE_MOBILE_DATA.
6. Abroad or roaming issue:
   • Carrier/line roaming disabled: ENABLE_LINE_ROAMING, route CARRIER_UPDATE, and set carrier-update flags true when present.
   • Phone roaming disabled while line roaming is enabled: TOGGLE_ROAMING, a device/self-service fix.
7. Data usage over the plan limit with accepted refuel: REFUEL_DATA; refuel GB comes from customer preference or the requested amount; charge is GB * plan.data_refueling_price_per_gb.
8. Slow data with data saver enabled: TOGGLE_DATA_SAVER.
9. Slow data with old network mode such as 3g_only: SET_NETWORK_MODE.
10. Slow data with VPN connected: DISCONNECT_VPN.
11. MMS/photo messaging failure:
    • Missing sms and/or storage permission: GRANT_MESSAGING_PERMISSION; set permission to sms, storage, or sms_and_storage.
    • APN/MMSC configuration missing while permissions are fine: RESET_APN_REBOOT.
12. Wi-Fi-calling-specific voice issue with Wi-Fi calling disabled: TOGGLE_WIFI_CALLING.
13. If no listed operation fits, use TRANSFER_HUMAN; do not force a self-service action.

Use NO_ACTION as the secondary action unless the workflow truly requires a second operation, such as resuming a line after payment. Map final routes to the template vocabulary: device toggles and permissions are SELF_SERVICE or DEVICE_SETTING_FIX; refuels are DATA_RECOVERY when available; carrier-side line changes are CARRIER_UPDATE; overdue recovery is BILLING_RECOVERY; unresolved/ambiguous cases are HUMAN_TRANSFER.

Enterprise Export Complaint Rules

Extract the incident reference, client, and product from the complaint, then fetch the incident, enterprise account, export runs, and messages. Enterprise message endpoints may include unrelated generated or other-client messages; filter by client, incident, product, dates, authors, and content.

• failure_window: use consecutive failed export run_date values for the relevant incident. start_date is the first failed day, end_date is the last failed day, and failed_days is the count of failed runs. Do not include the later successful recovery run in the failure window.
• backfill_days: usually equals failed days unless a specific backfill record or relevant message says otherwise.
• root_cause_category: synthesize a concise category from repeated failure codes and relevant engineering messages, such as stale credential, scheduler secret mismatch, quota exhaustion, or storage failure. Avoid generic labels when evidence is specific.
• contributing_alert_issue: set ARCHIVED_ALERT_ROUTE when relevant alert evidence was posted only to an archive/archived alert channel; NONE when alert routing was normal; UNKNOWN when there is no alert evidence.
• SLA credit comes from relevant contract/account-escalation evidence. If the credit is missing or uncertain, use a finance-review response status instead of guessing.
• Owners come from incident/account records: engineering owner from incident, account owner from incident or enterprise account, finance owner from account if needed for credit review.
• severity preserves incident casing exactly, such as Critical.
• Names and artifacts follow the requirements file. For lowercase-hyphen channel names, slug the client/product/incident words. For investigation folders, include the client slug plus the relevant date in YYYY-MM-DD. For report titles, use a clean client export failure title.
• share_permissions must include exactly the required users in the required order. Apply least privilege: finance/account reviewers usually get view, active editors get edit, and evidence upload-only contributors get upload_only when the requirement or role implies that.
• response_status is READY_TO_SEND only when root cause, window, backfill, SLA credit, owners, and artifacts are all supported. Use NEEDS_FINANCE_REVIEW, NEEDS_ENGINEERING_REVIEW, or UNDER_INVESTIGATION for missing or unresolved evidence.

Common Pitfalls

• Do not copy a train answer or assume one exists. Resolve from payload plus console records.
• Do not let generated noise root causes or unrelated generated messages drive the answer.
• Do not let diagnostics override invalid accounts, suspensions, auth failures, or active outages.
• Do not count active outages unless the outage service types include the ticket service type.
• Do not forget bill/refuel charges: overdue bill amounts and data-refuel prices come from records, not from the customer wording alone.
• Do not reorder outputs for convenience when the template says to preserve payload order.
• Before finalizing, validate JSON syntax mentally or with a parser, then recheck every enum, empty string, decimal, and summary count.