Spaces:
Running
Running
File size: 2,122 Bytes
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"queues": {
"billing_team": {
"description": "General billing inquiries including invoice errors and failed charges.",
"gated": false,
"prerequisites": [],
"handles_families": ["billing"]
},
"tech_support_l1": {
"description": "First-level technical support for bug reports, API errors, and integration issues.",
"gated": false,
"prerequisites": [],
"handles_families": ["technical"]
},
"tech_support_l2": {
"description": "Escalation-level technical support for complex or org-wide technical issues.",
"gated": true,
"prerequisites": ["classification_set", "impact_urgency_set"],
"handles_families": ["technical"]
},
"account_team": {
"description": "Account management including password resets, SSO issues, and account lockouts.",
"gated": false,
"prerequisites": [],
"handles_families": ["account"]
},
"security_team": {
"description": "Security incidents including suspicious logins, exposure risks, and abuse reports.",
"gated": true,
"prerequisites": ["classification_set", "impact_urgency_set"],
"handles_families": ["security"]
},
"shipping_team": {
"description": "Shipping and logistics including delays, tracking problems, and lost packages.",
"gated": false,
"prerequisites": [],
"handles_families": ["shipping"]
},
"refund_team": {
"description": "Dedicated refund processing for approved billing refund requests.",
"gated": false,
"prerequisites": [],
"handles_families": ["billing"]
},
"spam_filter": {
"description": "Catch-all for non-actionable tickets: spam, marketing, false positives, and data errors.",
"gated": false,
"prerequisites": [],
"handles_families": []
},
"sales_or_feature_requests": {
"description": "Feature requests and sales inquiries misfiled as support tickets.",
"gated": false,
"prerequisites": [],
"handles_families": []
}
}
}
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