ticket.triag.ing.as/support/agent
ticket.resolv.ing.as/support/agent
issue.diagnos.ing.as/support/engineer
bug.report.ing.as/support/agent
escalat.ing.as/support/manager
followup.ing.as/support/agent

chat.respond.ing.as/support/agent
question.answer.ing.as/support/agent
troubleshoot.ing.as/support/engineer
guide.ing.as/support/specialist
refund.process.ing.as/support/manager
account.help.ing.as/support/agent

article.search.ing.as/support/agent
guide.recommend.ing.as/support/specialist
faq.generat.ing.as/support/writer
tutorial.creat.ing.as/support/educator
video.creat.ing.as/support/producer
knowledge.index.ing.as/support/librarian

interface SupportService {
  // Customer need
  channel: 'ticket' | 'chat' | 'email' | 'phone'
  priority: 'low' | 'medium' | 'high' | 'critical'
  category: string

  // How it's handled
  activity: string      // e.g., "ticket.triag.ing.as"
  firstResponse: 'instant' | '1min' | '5min' | '1hr'
  resolution: 'auto' | 'assisted' | 'escalated'

  // Quality control
  sentiment: boolean    // Monitor customer satisfaction
  humanReview?: boolean // Escalate to human
  sla: SLA             // Service level agreement
}

const ticketResolution: SupportService = {
  channel: 'ticket',
  priority: 'high',
  category: 'payment-issue',

  activity: "ticket.resolv.ing.as",
  firstResponse: 'instant',
  resolution: 'auto',

  sentiment: true,
  humanReview: false,  // Only if auto-resolution fails
  sla: {
    firstResponse: '5min',
    resolution: '2hr',
    satisfaction: 0.95
  }
}

1. Ticket created by customer
   └── Event: TicketCreated

2. Agent triages ticket
   └── ticket.triag.ing.as/support/agent
   └── Category: payment-issue, Priority: high

3. Agent diagnoses problem
   └── issue.diagnos.ing.as/support/agent
   └── Finding: "Failed payment - expired card"

4. Agent resolves issue
   └── ticket.resolv.ing.as/support/agent
   └── Action: Sent payment update link + instructions

5. Monitor customer sentiment
   └── sentiment.track.ing.as/support/quality
   └── If negative → escalate to human

6. Follow up to confirm resolution
   └── followup.ing.as/support/agent
   └── Event: TicketResolved

interface SupportContext {
  customer: {
    id: string
    name: string
    tier: 'free' | 'pro' | 'enterprise'
    history: Ticket[]
    sentiment: number
  }
  product: {
    version: string
    plan: string
    usage: UsageMetrics
    integrations: string[]
  }
  issue: {
    category: string
    severity: number
    frequency: number  // How often this user hits this issue
    knownBug?: boolean
  }
}

// Agent response considers all context
"I see you're on the Pro plan and this is the 3rd time
you've encountered this login issue. I've already applied
the fix we released yesterday - can you try clearing your
cache and logging in again? If that doesn't work, I'm
escalating you directly to our engineering team."

1. Gather information
   question.ask.ing.as/support/agent

2. Reproduce issue
   issue.reproduc.ing.as/support/engineer

3. Test solution
   solution.test.ing.as/support/engineer

4. Apply fix
   fix.appl.ing.as/support/engineer

5. Verify resolution
   resolution.verif.ing.as/support/agent

6. Update knowledge base
   article.creat.ing.as/support/writer

interface SentimentMonitor {
  score: number        // -1 to 1
  trend: 'improving' | 'stable' | 'declining'
  triggers: string[]   // What caused sentiment shift
  escalate?: boolean   // Hand off to human
}

// Example: Declining sentiment triggers escalation
{
  score: -0.6,
  trend: 'declining',
  triggers: [
    'Repeated "that doesn't help"',
    'Customer asked for manager',
    'Issue unresolved after 3 attempts'
  ],
  escalate: true  // → Human agent takes over
}

interface EscalationPolicy {
  autoEscalate: EscalationRule[]
  manualEscalate: boolean  // Customer can request human
  handoff: HandoffProtocol
}

const escalationPolicy: EscalationPolicy = {
  autoEscalate: [
    { condition: 'sentiment < -0.5', to: 'human-agent' },
    { condition: 'resolution_attempts > 3', to: 'human-agent' },
    { condition: 'customer_tier = enterprise', to: 'account-manager' },
    { condition: 'issue_category = billing', to: 'billing-specialist' },
    { condition: 'legal_request = true', to: 'legal-team' }
  ],
  manualEscalate: true,  // "talk to a human" always works
  handoff: {
    transferContext: true,  // Full conversation history
    notifyCustomer: true,   // "Connecting you to Sarah..."
    agentSummary: true      // Agent summarizes for human
  }
}

support.quality.review.ing.as/support/manager

Samples:
- Random 5% of resolved tickets
- All escalated cases
- Low satisfaction scores
- Complex resolutions

Metrics reviewed:
- Accuracy of diagnosis
- Appropriateness of solution
- Tone and empathy
- Resolution time

// Tickets collection
{
  $type: 'Ticket',
  $id: 'tkt_123',
  subject: 'Cannot login to dashboard',
  status: 'resolved',
  priority: 'high',
  category: 'authentication',
  createdBy: { $type: 'Customer', email: 'user@company.com' },
  assignedTo: { $type: 'Agent', role: 'support-agent' },
  resolution: {
    solution: 'Password reset + 2FA setup',
    resolvedBy: { $type: 'Agent', role: 'support-agent' },
    resolvedAt: '2024-01-15T10:30:00Z',
    satisfaction: 0.95
  },
  escalated: false,
  messages: [...]
}

// Knowledge articles (auto-generated from tickets)
{
  $type: 'Article',
  $id: 'art_456',
  title: 'How to reset your password',
  content: '...',
  createdFrom: { $type: 'Ticket', $id: 'tkt_123' },
  views: 1250,
  helpful: 0.92
}

Management.Studio
├── SupportPanel
│   ├── ActiveTickets (live queue)
│   ├── ResponseTimes (SLA tracking)
│   ├── SatisfactionScore (CSAT)
│   ├── EscalationRate (% to humans)
│   └── ResolutionMetrics (first contact resolution)

Support team cost: $50,000/month
├── 10 agents @ $4k/month each
├── 1 manager @ $6k/month
├── Tools & software @ $4k/month
└── 8am-8pm coverage, 5 days/week
Total: $600,000/year

Support service: $500-5000/month
├── Unlimited concurrent tickets
├── 24x7x365 availability
├── Instant first response
├── Multi-language support
├── Auto-knowledge base generation
└── Scale: $500/month base + $0.50/ticket
Total: $6,000-60,000/year (10x cheaper)

service: ProductSupport
channels:
  - ticket.triag.ing.as/support/agent
  - chat.respond.ing.as/support/agent
  - email.respond.ing.as/support/agent
capabilities:
  - Account troubleshooting
  - Feature explanations
  - Bug reporting
  - Integration help
  - Billing inquiries
sla:
  firstResponse: 5min
  resolution: 4hr
  availability: 24x7
  satisfaction: 0.95+
cost: $2,000/month vs $50,000/month traditional

service: EcommerceSupport
channels:
  - chat.respond.ing.as/retail/support
  - order.track.ing.as/retail/agent
  - return.process.ing.as/retail/specialist
capabilities:
  - Order status lookup
  - Return/refund processing
  - Product recommendations
  - Shipping inquiries
  - Discount code help
sla:
  firstResponse: instant
  resolution: 1hr
  availability: 24x7
  satisfaction: 0.90+
cost: $1,500/month vs $40,000/month traditional

service: TechnicalSupport
channels:
  - ticket.triag.ing.as/support/engineer
  - issue.diagnos.ing.as/support/engineer
  - bug.report.ing.as/support/engineer
capabilities:
  - API troubleshooting
  - Integration debugging
  - Performance optimization
  - Security inquiries
  - Technical documentation
sla:
  firstResponse: 15min
  resolution: 8hr (P1), 24hr (P2)
  availability: 24x7
  satisfaction: 0.93+
cost: $3,000/month vs $80,000/month traditional

interface KnowledgeGeneration {
  trigger: 'resolved_ticket' | 'common_question' | 'scheduled'
  input: Ticket | Ticket[]
  output: 'article' | 'faq' | 'tutorial' | 'video'
}

// Example: Auto-generate article from resolved tickets
{
  trigger: 'common_question',
  input: tickets.where({
    category: 'password-reset',
    count: { gte: 10 },
    period: '7days'
  }),
  output: 'article'
}

→ article.generat.ing.as/support/writer
→ Creates: "How to Reset Your Password"
→ Reduces future tickets by 70%