tasks/TASKS.md

# Task Details

## easy_password_reset
Objective: resolve a lockout request safely.
Success signals:
- Read the target ticket.
- Classify as `priority=medium`, `category=account`, `needs_escalation=False`.
- Draft reply mentions reset link and security confirmation.
- Resolve correct ticket.

## medium_billing_dispute
Objective: handle duplicate charge dispute with refund communication.
Success signals:
- Read `T-2001` and context `T-2002`.
- Classify as `priority=high`, `category=billing`, `needs_escalation=False`.
- Reply references duplicate charge, refund, invoice, and `3-5 business days`.
- Resolve `T-2001`.

## hard_outage_incident
Objective: process potential incident/outage with escalation and careful external comms.
Success signals:
- Read `T-3001`, `T-3002`, `T-3003` context.
- Classify as `priority=urgent`, `category=technical`, `needs_escalation=True`.
- Reply includes incident acknowledgement, active investigation, status page updates, escalation.
- Resolve `T-3001`.