Steps and facts
- A handoff creates a linked ticket so the customer's conversation and the team's work stay together.
- Review the category, priority, summary and next action suggested by AI. Assign a teammate and verify ownership.
- Add private notes for the team without exposing them as customer answers. Record the first response and the next action.
- Use waiting, resolved and closed states according to the work completed; reopen when the customer's issue returns.
- Review the activity trail and confirm one issue did not create duplicate tickets. A ticket is workflow tracking, not proof that a refund or order operation succeeded.