Go through our support escalations from the last 30 days, find the recurring root cause behind the worst cluster, and update the support playbook with a runbook so the team stops re-solving the same thing.
On it. I'll pull the escalated tickets, cluster them by root cause, then confirm the worst pattern before writing a runbook.
Clustering by root cause and ranking by reopen rate and CSAT drag.
Confirming the root cause2 stepsRead the #cs-escalations thread for #48821Found it. The worst cluster is duplicate charges after a mid-cycle plan change - 14 of the 38 escalations, 41% reopen rate, and the biggest CSAT drag. The real cause isn't agent error: a proration credit fails to apply when customers change plans mid-cycle, so they see two charges. I've drafted a runbook and the playbook entry. This needs a Billing-eng fix too, not just a macro.
Add runbook to support playbook
New "Duplicate charge after plan change" entry with resolution steps and an escalation trigger.
Draft · not sent
⠇ThinkingESC to interrupt
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