Support ticket escalation journey

Customer satisfaction scores across a ticket's path from report through triage, escalation, and resolution.

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journey

journey
    title Support ticket escalation
    section Report issue
      Submit ticket: 3: Customer
      Receive auto-reply: 4: Customer
    section Triage
      Agent reviews ticket: 3: Agent
      Reproduce issue: 2: Agent
    section Escalate
      Escalate to engineering: 2: Agent, Engineer
      Engineer investigates: 3: Engineer
    section Resolve
      Ship fix: 4: Engineer
      Confirm resolution: 5: Customer

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