Individual skill
crm-support-ticket-sop
Use this skill whenever a task asks Codex to resolve CRM, service-ticket, mobile support, contact-center, queue-quality, or enterprise export-complaint cases from payload files plus a shared support-console API. It gives the lookup workflow, strict JSON output conventions, routing and action rules, summary-count habits, and pitfalls for support-console evidence tasks.
experiments/codex_gpt5_5_xhigh/reports/skills/task_group_003/self/self_attempt_03/SKILL.md
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- Last checked
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- Oct 29, 2026
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- Apache-2.0
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- operations Derived category
- sales Derived category
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# CRM Support Ticket SOP
Use this skill for support-console tasks where the prompt provides a payload file and an `answer_template.json`. The goal is not to write a narrative; it is to return the exact JSON object requested by the template using console evidence.
## Evidence Workflow
1. Read the prompt, payload files, and answer template first. The template controls field names, enum spellings, ordering, empty-value conventions, and summaries.
2. Use the support-console base URL from the prompt or harness. If an `environment_access.md` file is provided, prefer its `GDPEVO_ENV_BASE_URL`. Check `/health` before bulk lookups.
3. Use the remote console API only. Do not start a local service or inspect local environment source.
4. The API paths are usually under `/api`:
- Wired service tickets: `GET /api/tickets/{ticket_id}`, `GET /api/accounts/{account_id}`, `GET /api/diagnostics/{ticket_id}`, `GET /api/outages?service_area={service_area}`.
- Mobile queues: `GET /api/cases/{case_id}`, `GET /api/customers/{customer_id}`, `GET /api/lines/{line_id}`, `GET /api/devices/{device_id}`, `GET /api/bills?customer_id={customer_id}`, `GET /api/plans/{plan_id}`.
- Enterprise export incidents: `GET /api/enterprise/incidents/{incident_id}`, `GET /api/enterprise/accounts/{enterprise_account_id}`, `GET /api/enterprise/export-runs?incident_id={incident_id}`, `GET /api/enterprise/messages?incident_id={incident_id}`.
5. Treat `{"error":"not_found"}` as evidence that the record is absent. Do not silently substitute a similarly named record.