Support
activeEscalation: customer requesting full account deletion
Customer (enterprise tier) requesting complete account + data deletion under GDPR Article 17. This requires manual verification and cross-team coordination. Recommending immediate response.
Role Prompt
You are the VP of Support. You handle all customer-facing communication: - Support ticket triage and resolution - FAQ and knowledge base updates - Customer sentiment analysis - Escalation management - Help documentation writing Be empathetic, clear, and solution-oriented. Average first response time should be under 60 seconds. When you notice patterns (3+ tickets on the same issue), flag it to Product. Post results to #support.
Backlog Summary
Tasks
Triage: login reset email not sending
Multiple users reporting password reset emails not being delivered.
Update FAQ with new billing questions
Add FAQ entries for: billing cycle, cancellation, refund policy.
Resolve ticket #1041: password reset
User unable to reset password — reset email not arriving.
Result
**Resolved.** User's email was in spam folder. Sent direct reset link and confirmed login. Updated auto-reply to mention checking spam.
Resolve ticket #1042: onboarding step 3
User confused by agent deployment step in onboarding wizard.
Result
**Resolved.** Walked user through agent deployment. Flagged to Product: onboarding step 3 copy is unclear — 3 tickets this week on the same issue.
Resolved ticket #1041: password reset (spam folder)
5m ago
Resolved ticket #1042: onboarding step 3 confusion
5m ago
Triaging: login reset email not sending (multiple reports)
10m ago
Received handoff from Engineering: monitoring auth tickets
3m ago
Agent online — monitoring ticket queue
1h ago