# Flow Tickets + SLA Closure

Decision: 91% ready, live support queue and QA proof pending.

## Proof lanes

### Assignment coverage
- Status: green
- [x] owner
- [x] team queue
- [x] fallback owner
- [x] bulk triage

### SLA and escalation
- Status: green
- [x] breach warning
- [x] escalation owner
- [x] SLA clock
- [x] queue health

### Reopen and recovery
- Status: green
- [x] reopen reason
- [x] customer reply
- [x] recovery task
- [x] audit event

### QA, macros and CSAT
- Status: baseline-green
- [x] macro applied
- [x] QA marker
- [x] CSAT prompt
- [x] closure quality

## Acceptance
- [ ] Every active ticket has an owner or fallback queue.
- [ ] SLA breach risk is visible before breach.
- [ ] Escalation shows who owns the next action.
- [ ] Reopen creates a traceable recovery path.
- [ ] Macros are auditable and not silent automation.
- [ ] Queue health can be read without opening raw logs.

## Remaining external proof
- [ ] Run one real support team queue proof with multiple agents.
- [ ] Archive macro QA sign-off for the first production tenant.
- [ ] Capture CSAT prompt and response evidence from live flow.
- [ ] Prove SLA escalation during a real or staged overdue ticket.