CUSTOMER SUPPORT TICKET ESCALATION WORKFLOW

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[ ] Create Support Ticket: Create a new entry in the 'Tickets' data model when a customer submits a request.
[ ] Update Ticket Status: Update the status of the ticket entry (e.g., from 'New' to 'In Progress' or 'Escalated').
[ ] Fetch Customer Profile: Retrieve customer contact details and tier (e.g., VIP, Standard) from the 'Customers' data model.
[ ] Calculate Priority Score: Calculate priority based on customer tier and ticket urgency (e.g., VIP + High Urgency = Critical).
[ ] Assign Tier 1 Agent: Create a task for the support team to perform the initial investigation.
[ ] Check SLA Threshold: Retrieve the 'SLA Due Date' from the ticket entry to check for upcoming breaches.
[ ] Create Escalation Task: Create a high-priority task for Tier 2/Engineering if the ticket meets escalation criteria.
[ ] Notify Customer of Escalation: Send an automated email to the customer informing them their ticket has been moved to a specialist.
[ ] Alert Support Manager: Send an email to the Support Manager if a ticket remains unassigned for over 2 hours.
[ ] Calculate Average Resolution Time: Aggregate all 'Closed' tickets in the last 30 days to calculate the average time to resolution.
[ ] Update Escalation Log: Update the 'Escalation History' data model with the timestamp and reason for the escalation.
[ ] Alert On-Call Engineer: Send an SMS to the on-call engineer for Critical (P0) system-down incidents.
[ ] Generate Weekly Escalation Report: Create a report summarizing the number of escalated tickets vs. resolved tickets for the week.
[ ] Cleanup Resolved Drafts: Delete temporary or duplicate draft entries created during the triage process.

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