Provide support teams and queues, agent identities and skills, capacity limits, customer identity mappings, category and priority rules, service targets, versioned business calendars, reopen windows, current ticket histories and the approved email/portal integration access. Identify which notes and files may be public and how long customer data should be retained.
Implementation
Prepare queues, service commitments and customer access for real support work.
Implementation phases
- Define service scopeTeam and ERP.ai
- Prepare identity and routingTeam and ERP.ai
- Approve clocksSupport Manager
- Reconcile open workTeam and ERP.ai
- Connect and rehearseTeam and ERP.ai
- Review outcomesSupport Manager
Phase 1 · Team and ERP.ai
Define service scope
Choose the ticket sources, supported request categories and public/private communication rules. Agree on the focused knowledge and portal boundaries.
Phase 2 · Team and ERP.ai
Prepare identity and routing
Map real principals, assign teams and queue skills, and set capacity limits. Test an unassigned request and a controlled overflow path.
Phase 3 · Support Manager
Approve clocks
Configure calendar versions, priority targets, pauses and reopen windows. A distinct manager reviews the prepared policy.
Phase 4 · Team and ERP.ai
Reconcile open work
Import actual ownership and service episode history, preserving missed targets and protected attachments. Do not infer success from missing timestamps.
Phase 5 · Team and ERP.ai
Connect and rehearse
Test one intake, public reply, private note, specialist escalation, reopen, closure and survey through their actual authorized identities.
Phase 6 · Support Manager
Review outcomes
The Support Manager inspects customer scope, queue capacity races, calendar edge cases and unknown provider reconciliation before extending access.
Use Proto to propose configuration from the current canonical specification and paired app skill. Review changed service promises, roles and clocks together. A changed policy receives a new independently approved version; earlier episodes, target history and breaches remain intact. Verify customer visibility and concurrent ticket actions before enabling the revised workflow.
1
Say what you need"Add a second approval above 10,000." Plain language.
2
Review the branchThe change lands on a branch with the diff and a test run.
3
ReleaseMerged into your workspace. Every user gets it.