Customer Support Ops

What it handles (10 flights)

• Morning inbox triage

  Scheduled (0 8 * * 1-5)

  Open the connected mailbox and review everything in {{support_inbox}} from the last 24 hours. Group it into customer questions, complaints, billing issues, spam and internal mail. For each customer thread report sender, subject, a one-line summary and whether it is still unanswered after {{sla_hours}} hours. Draft a short suggested reply for anything that is a simple question. Do not send anything.

  Needs: Gmail

• Helpdesk queue digest

  Scheduled (0 9 * * 1-5)

  Open {{helpdesk_url}} and summarize the open queue. Report counts by status and priority, the oldest unanswered tickets with their age and assignee, and any ticket that breached its first response target. Include a direct link for every ticket you mention. Do not update, assign, merge or close any ticket.

• Status page check

  Scheduled (0 7 * * *)

  Check these status pages for active or recently resolved incidents: {{status_pages}}. For each incident report the service affected, severity, current state, start time and source link. Flag anything that could explain a rise in customer tickets, and note when it was last updated.

• Draft replies for common tickets

  On demand

  Review the open queue in {{helpdesk_url}} for tickets matching these recurring topics: {{common_topics}}. For each one draft a reply in the brand voice using approved help centre answers where possible, and list the source article you relied on. Present all drafts for review. Never send a reply or change a ticket.

• Refund and return escalation list

  Scheduled (0 10 * * 1-5)

  From the queue in {{helpdesk_url}}, list every refund or return request from the last 7 days above {{refund_threshold}}. For each: ticket link, customer, order id, amount, reason and current status. Mark repeat requesters and anything that looks like a chargeback risk. Do not approve, deny or process anything.

• Unanswered customer emails reminder

  Scheduled (0 11 * * 1-5)

  Search the connected mailbox for customer emails in {{support_inbox}} that are older than {{reminder_hours}} hours and have no reply from the team. List sender, subject, age and a one-line summary, oldest first, with a link to each thread. Do not reply or forward them yourself.

  Needs: Gmail

• Weekly ticket volume report

  Scheduled (0 16 * * 5)

  Compile last week from {{helpdesk_url}}: tickets opened and closed per day, median and slowest first response, top five ticket categories, busiest hour of the day and any category that grew sharply week over week. Keep it to one page with links to saved views and note one concrete improvement for next week.

• Outage and incident log check

  Every 2h

  Check {{status_pages}} for incidents published since the previous run. Summarize each new or updated incident: service, severity, timeline, customer-facing impact and the source link. Note any incident that is a repeat of one seen in the last 30 days. Read only — do not post or comment on status pages.

• Knowledge base gap list

  Scheduled (0 14 * * 1)

  Review the last {{lookback_days}} days of resolved and open tickets in {{helpdesk_url}} and find questions that repeat but have no matching help centre article. Produce a prioritized list of article titles to write, each with the number of tickets that asked it, two example ticket links and a suggested outline. Do not create or edit articles.

• CSAT digest

  Scheduled (0 9 * * 1)

  Open {{csat_url}} and summarize last week: response rate, average score, score by agent or channel and every written comment. Quote the harshest and the most positive comments with links, group themes, and flag any response that mentions a bug, billing or delivery problem. Do not reply to survey responses.