crm-support-ticket-resolution

name

crm-support-ticket-resolution

description

Resolve CRM support-console tasks against the shared read-only support API and emit JSON that conforms to the task's answer_template.json. Use this skill whenever a task asks you to act as a support analyst / contact-center lead / queue-quality analyst / enterprise support lead and to classify, route, or decide outcomes for service tickets, mobile cases, mobile-data worklists, or enterprise export incidents from support-console records. Triggers include: resolving a batch of offline/service tickets, choosing the next support operation for mobile/line cases, classifying a queue before SLA handoff, computing data-refuel charges, or preparing an enterprise export-complaint response package (root cause, failure window, SLA credit, owners, channel, evidence folder, report title, share permissions). Apply it even when the prompt does not name "support console" explicitly but references tickets, accounts, outages, diagnostics, lines, devices, plans, bills, cases, or enterprise incidents/export-runs and wants a structured decision.

CRM Support-Console Ticket Resolution

You resolve support-console tasks by reading live records from a shared, read-only HTTP API and producing JSON that exactly matches the task's answer_template.json. Every decision must be backed by a record you actually fetched — never assume a value, and never carry over an answer from a previous task. The data changes per task; the rules below are what transfer.

0. Orient before you act

1. Read prompt.txt and every file under payloads/. The answer_template.json is the contract: it tells you the exact output keys, enum values, ordering rule, and number formatting. Mirror it precisely.

2. Confirm the API base URL. The harness may override the prompt's URL via an environment_access.md file or instructions; that override wins. Train prompts said 8057 but the real base was http://127.0.0.1:8086. If unsure, curl <base>/health and curl <base>/api/catalog to confirm it is live and to see available endpoints/record counts.

3. Identify which task family you are in (the answer_template shape is the tell), then open the matching reference file and follow its SOP:

   If the output has keys like…	Family	Reference
   ticket_decisions[] with latency_issue/stability_issue/bandwidth_issue, resolution_route, batch_summary	Internet/service ticket batch	references/ticket_resolution.md
   ticket_decisions[] with key_blocker, route_team, queue_summary	Queue classification before SLA handoff	references/ticket_resolution.md
   case_decisions[] with primary_action, permission, bill_id, final_route	Mobile contact-center cases	references/mobile_cases.md
   case_decisions[] with data_refuel_gb, carrier_update_required, worklist_summary	Mobile-data recovery worklist	references/mobile_cases.md
   incident_id, failure_window, sla_credit_percent, share_permissions	Enterprise export incident response	references/enterprise_incident.md

1. Universal working rules

• Read-only, GET only. Endpoints (relative to base): /api/accounts/<id>, /api/tickets/<id>, /api/outages?service_area=<area>, /api/diagnostics/<ticket_id>, /api/troubleshooting/<ticket_id>, /api/cases/<id>, /api/lines/<id>, /api/devices/<id>, /api/plans/<id>, /api/bills, /api/customers?customer_id=<id>, /api/enterprise/accounts/<id>, /api/enterprise/incidents/<id>, /api/enterprise/export-runs?incident_id=<id>, /api/enterprise/sla/<enterprise_account_id>, /api/enterprise/messages?query=<text>, /api/search?q=<text>.
• Resolve every item from records, in payload order. Preserve the order the answer_template specifies (usually "payload order" or "ascending id").
• A missing record is signal, not an error. {"error":"not_found"} for an account usually means INVALID_ACCOUNT, not "skip it". Distinguish a 404 from a record whose field merely has an empty/falsey value.
• Gates run before diagnostics. In every family there is an ordered set of hard gates (invalid account, auth failure, suspension, active outage). The FIRST gate that fires decides the outcome, and you must NOT run/report the later diagnostic steps for that item — set the diagnostic booleans to false/NONE because no diagnostic was actually performed. This is the most common source of error: do not "helpfully" fill in diagnostic flags for a ticket that was short-circuited by an outage or a suspension.
• Match the answer_template's number formatting (e.g., charges to two decimals, refuel GB to one decimal) and its enum spellings exactly. An enum value that is not in the template's list is always wrong.
• Compute every summary by counting your own per-item decisions. Summaries are derived, never independent — they must be internally consistent with the array above them (e.g., the four status counts sum to the number of items; total_estimated_customer_charge_usd equals the sum of the per-case charges).

2. Evidence discipline (why this matters)

The records are designed so the "obvious" reading of the customer complaint is sometimes contradicted by the data — e.g., a phone reports "roaming on" but the line has roaming disabled, or a complaint says "three days" but the export runs show four failures. Always let the record values win over the prose, and confirm the exact field the rule keys on (status, reason code, failure code, channel name) rather than pattern-matching on the human summary. A useful habit: for each item, write down the one or two field values that determined the decision, so the routing is traceable and you catch yourself when a value disagrees with the narrative.

3. Output

Return only the JSON object, conforming key-for-key to answer_template.json (no commentary, no extra keys, no markdown fences unless the harness asks). Re-read the template once more before emitting to confirm key names, enum casing, ordering, array lengths, and numeric formats. Then verify the summary counts against your per-item decisions.

The per-family reference files contain the concrete enums, thresholds, formulas, routing tables, and worked reasoning patterns. Read the one that matches your task before deciding anything.