financeflash/unvibecode/customer-support-ticket-management

Write a Support Ticket Lifecycle Specification

Use application-native terms. Decide:

• Eligible support channels and requester-verification requirements
• Required ticket fields, attachment types, size, retention, and malware policy
• Duplicate and merge policy
• Priority, severity, queue, language, product, and tenant routing
• Assignment, transfer, workload, absence, and escalation rules
• SLA start, pause, resume, breach, and notification rules
• Customer-visible message versus internal-note policy
• Resolution evidence, customer confirmation, auto-close, and reopen window
• Which refunds, credits, access changes, or other actions require separate approval
• Privacy, redaction, deletion, audit, and misuse policy

Write scope, actors, objects, states, paths, customer outcomes, permissions, recovery, privacy, misuse, acceptance criteria, and unanswered decisions.