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Helpdesk Workflow

v1.0.0

Published by @OpenVerb Official

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helpdesk.workflow

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Updated 15 days ago

Foundational verbs for customer support and ticketing. Create tickets, triage issues, escalate to humans, issue refunds, and track resolution. Powers support chatbots, help centers, and service desks.

supporthelpdeskticketingcustomer-servicetriage

5110

777

helpdesk.workflow.create_ticket

Create a new support ticket from a customer inquiry

Input

{
  "type": "object",
  "required": [
    "subject",
    "description"
  ],
  "properties": {
    "subject": {
      "type": "string"
    },
    "category": {
      "type": "string",
      "description": "Issue category (e.g., billing, technical, account)"
    },
    "priority": {
      "enum": [
        "low",
        "medium",
        "high",
        "urgent"
      ],
      "type": "string"
    },
    "customerId": {
      "type": "string"
    },
    "description": {
      "type": "string"
    }
  }
}

Output

{
  "type": "object",
  "properties": {
    "status": {
      "type": "string"
    },
    "ticketId": {
      "type": "string"
    },
    "createdAt": {
      "type": "string"
    }
  }
}

helpdesk.workflow.triage

Automatically classify and route a ticket to the appropriate team or agent

Input

{
  "type": "object",
  "required": [
    "ticketId"
  ],
  "properties": {
    "ticketId": {
      "type": "string"
    },
    "autoAssign": {
      "type": "boolean",
      "description": "If true, assign to the best available agent"
    }
  }
}

Output

{
  "type": "object",
  "properties": {
    "category": {
      "type": "string"
    },
    "assignedTo": {
      "type": "string"
    },
    "estimatedResponseTime": {
      "type": "string"
    }
  }
}

helpdesk.workflow.escalate

Escalate a ticket to a higher-tier support team or human specialist

Input

{
  "type": "object",
  "required": [
    "ticketId",
    "reason"
  ],
  "properties": {
    "reason": {
      "type": "string"
    },
    "ticketId": {
      "type": "string"
    },
    "targetTeam": {
      "type": "string",
      "description": "Team to escalate to (e.g., engineering, billing, management)"
    }
  }
}

Output

{
  "type": "object",
  "properties": {
    "success": {
      "type": "boolean"
    },
    "escalatedTo": {
      "type": "string"
    }
  }
}

Policies:require_auth

helpdesk.workflow.resolve

Mark a ticket as resolved with a resolution summary

Input

{
  "type": "object",
  "required": [
    "ticketId",
    "resolution"
  ],
  "properties": {
    "ticketId": {
      "type": "string"
    },
    "resolution": {
      "type": "string",
      "description": "Summary of how the issue was resolved"
    },
    "satisfactionSurvey": {
      "type": "boolean",
      "description": "If true, send a CSAT survey to the customer"
    }
  }
}

Output

{
  "type": "object",
  "properties": {
    "resolvedAt": {
      "type": "string"
    },
    "timeToResolution": {
      "type": "string"
    }
  }
}

helpdesk.workflow.issue_refund

Issue a refund to a customer linked to a support ticket

Input

{
  "type": "object",
  "required": [
    "ticketId",
    "amount",
    "reason"
  ],
  "properties": {
    "amount": {
      "type": "number",
      "description": "Refund amount in minor units (cents)"
    },
    "reason": {
      "type": "string"
    },
    "ticketId": {
      "type": "string"
    }
  }
}

Output

{
  "type": "object",
  "properties": {
    "status": {
      "enum": [
        "processed",
        "pending",
        "failed"
      ],
      "type": "string"
    },
    "refundId": {
      "type": "string"
    }
  }
}

Policies:require_authrequire_confirmationwrite_receipt