name: support_ticket_env
version: "1.0.0"
description: >
  A real-world customer support ticket triage environment.
  An AI agent acts as a support executive: it classifies incoming tickets,
  selects the correct action (reply / escalate / close), and resolves
  multi-ticket queues efficiently.
author: AlgoCore
tags:
  - openenv
  - customer-support
  - triage
  - nlp
  - real-world
tasks:
  - id: 1
    name: Classification
    difficulty: easy
    description: >
      Given a customer ticket, predict the correct category
      (billing | technical | account | general | refund).
    score_range: [0.0, 1.0]
  - id: 2
    name: Action Selection
    difficulty: medium
    description: >
      First classify the ticket, then choose the best action:
      reply, escalate, or close.
    score_range: [0.0, 1.0]
  - id: 3
    name: Full Resolution
    difficulty: hard
    description: >
      Handle a queue of 3 tickets. For each ticket classify it,
      choose the right action, and (if replying) craft a relevant reply.
      Bonus for fewer steps.
    score_range: [0.0, 1.0]
action_space:
  type: SupportAction
  fields:
    action_type: "classify | reply | escalate | close"
    category: "billing | technical | account | general | refund (required for classify)"
    reply_text: "string (required for reply)"
    reason: "optional justification"
observation_space:
  type: SupportObservation
  fields:
    ticket_id: string
    ticket_text: string
    task_id: integer
    current_category: "string | null"
    resolved: boolean
    step_count: integer
    feedback: string
    score: float
docker_image: "support-ticket-env:latest"
hf_space: "AlgoCore/support-ticket-env"