cx-case-timelinelisted

# Case timelines Someone needs to decide something — a goodwill credit, a complaint response, whether an agent misinformed a customer — and the facts are spread across several tickets, two channels, a phone call, and a third-party thread. The deliverable is a timeline someone can act on and, if it comes to it, defend. **A case is not a ticket.** Almost everything that goes wrong in this task comes from treating a ticket id as the boundary of the case. ## Step 1: anchor on the customer, not the ticket Start from the ticket you were given, then widen. The case includes: - **Earlier conversations from the same customer** about the same issue, often with no link between them. The first contact is usually the one that matters most and is the one nobody finds. - **Channel switches.** A customer who chatted, then called, then emailed has three records and one problem. - **Reopens and re-raises.** A closed ticket followed by a new one two days later is one case with a gap in the middle, and that gap is frequently the finding. - **Merged and duplicate records.** Follow duplicate pointers in both directions. A merged ticket can look abandoned while the work continued under another id. - **Internal-only threads** — escalations to a back-office queue, a tracker issue, a third-party investigation. The customer-facing record often goes quiet precisely while these are running, and a timeline without them shows unexplained silence. Search on every identifier the customer