Create the ticket
Simulate: 'I paid, but lost the link.'
- Support channel known.
- Ticket receives owner.
- Customer gets expected response time.
One real ticket
Support ticket drill
Simulate a lost link, order lookup, customer reply, and ticket closure.
Support should not be panic in DMs, but a quiet room with clear doors.
Find the order
Find the order by safe data: email, session id, or payment reference without showing service keys.
- No secret in support notes.
- Correct record found.
- Identity boundary respected.
Close the loop
Send recovery/resend path, record the action, and close the ticket.
- Customer next step clear.
- Internal note written.
- No duplicate action.
checklist
What to check
- Ticket created.
- Order found.
- Response sent.
- Internal note written.
- Ticket closed.
red flags
When to stop
- Support asks for card details.
- Support copies private reading content into a public tool.
- No record of what was done.
done when
Definition of done
- Support can resolve a lost-link ticket in one pass.
- Customer receives safe recovery path.
- No private data leaks.
related doors