Implementation brief

## Who Uses It
A support team managing requests that span orders, billing, and account access.

## What You Will Build
Build an agent that investigates a customer ticket across order and account records, proposes a resolution, and routes exceptions for approval. Give support staff one workspace to review actions and customer replies.

## Inputs
- Customer ticket
- Order and account records
- Support policies

## Workflow
1. Verify the customer and retrieve relevant records.
2. Separate the request into actionable tasks.
3. Resolve permitted tasks in mock systems and escalate exceptions.
4. Draft a customer response with an accurate case status.

## Interface
A ticket workspace showing evidence, completed tasks, pending approvals, and an editable response draft.

## Working Demo
Retrieve tracking, draft the delay explanation, escalate the refund, and keep the case open until approval.

## Deliverables
- A working local application with the specified review interface.
- Source code, dependency lockfile, and setup commands.
- A recorded end-to-end demo using the supplied starter data.
- Example outputs, action logs, and automated tests.

## Starter Data
These fictional records are a small development fixture, not a production dataset. Implement the mock services described in the brief.

```json
{
  "ticket": {
    "id": "T1",
    "customer_id": "C1",
    "text": "My order is late. Please refund 80 and tell me where it is."
  },
  "order": {
    "id": "O1",
    "customer_id": "C1",
    "status": "delayed",
    "tracking": "TR1"
  },
  "policy": {
    "agent_refund_limit": 50
  },
  "approval": null
}
```

## Constraints
Use mock orders and billing. Do not send messages or issue real refunds.
Choose an available model that supports your implementation. Record its identifier and version.

## Evaluation
Review the complete application, not only the starter-case answers.
- The response cites order O1 and tracking TR1.
- The refund request is routed to a human.
- The unresolved case is not marked closed.
Add one normal case, one incomplete-input case, and one failure-recovery case.