← Support SLA & Evidence Handoff
Lesson 3 of 4
Attach a trustworthy evidence receipt
Prove each observed reply with a matching public receipt.
Do the work
- A ticket timestamp is a claim; a receipt provides its provenance.
- A public_reply must match the same ticket and exact observed reply minute.
- Internal notes, future records and orphan receipts cannot prove a customer response.
See the method
A receipt at a different minute is not evidence for the claimed first reply.
Read every demonstration step
- A receipt at a different minute is not evidence for the claimed first reply.
- A repeated identical receipt does not create a new ticket.
- If several receipts qualify, choose the smallest evidence ID for a stable handoff.
Practice independently
Exercise 1
Find receipts with no ticket
Open practice →Exercise 2Attach first-response evidence IDs
Open practice →Take it further
Keep unmatched receipts in a separate investigation file.