{
  "$schema": "https://privateflow.ai/schemas/zendesk-automation-playbook-v1.json",
  "disclaimer": "Illustrative mock-only output. Does not represent a real ticket, a real tenant, or a certified control mapping. It is a planning example, not a submission package, and uses simplified mock fields; every value has been synthesized.",
  "playbook": {
    "id": "pbk_illustrative_0001",
    "name": "Tier-1 refund request",
    "generatedAt": "2026-04-21T09:15:00Z",
    "tenant": "your-tenant-id",
    "brand": "your-brand"
  },
  "ticket": {
    "id": "your-ticket-id",
    "subject": "Refund for damaged order",
    "channel": "email",
    "submitter": "customer@example.com",
    "priority": "normal",
    "slaBreachAt": "2026-04-21T17:15:00Z"
  },
  "trace": [
    {
      "step": "inbound",
      "actor": "Zendesk",
      "action": "Ticket opened",
      "verdict": "allow",
      "timestamp": "2026-04-21T09:14:02Z"
    },
    {
      "step": "classification",
      "actor": "AI draft",
      "action": "Intent routed to refund policy",
      "verdict": "allow",
      "timestamp": "2026-04-21T09:14:04Z",
      "metadata": {
        "confidence": 0.86,
        "intent": "refund-damaged-goods"
      }
    },
    {
      "step": "retrieval",
      "actor": "Knowledge",
      "action": "Policy snippet attached",
      "verdict": "allow",
      "timestamp": "2026-04-21T09:14:05Z",
      "metadata": {
        "snippetId": "kb_refund_policy_v3",
        "citations": 2
      }
    },
    {
      "step": "guardrail",
      "actor": "PII scanner",
      "action": "Draft screened for PII",
      "verdict": "review",
      "timestamp": "2026-04-21T09:14:06Z",
      "metadata": {
        "finding": "order history contains a payment token; held for approver"
      }
    },
    {
      "step": "hitl",
      "actor": "Maya (senior agent)",
      "action": "Reviewed and rewrote draft",
      "verdict": "allow",
      "timestamp": "2026-04-21T09:14:24Z"
    },
    {
      "step": "dispatch",
      "actor": "Zendesk API",
      "action": "Reply sent, ticket tagged",
      "verdict": "allow",
      "timestamp": "2026-04-21T09:14:27Z",
      "metadata": {
        "tags": ["refund-processed", "human-reviewed"]
      }
    },
    {
      "step": "audit",
      "actor": "Audit log",
      "action": "Entry written with policy snippet + approver",
      "verdict": "allow",
      "timestamp": "2026-04-21T09:14:28Z",
      "metadata": {
        "entryId": "aud_0000481"
      }
    }
  ],
  "nextSteps": [
    {
      "owner": "customer-success",
      "target": "CSAT survey follow-up",
      "due": "2026-04-24"
    },
    {
      "owner": "policy-ops",
      "target": "Review refund-policy v3 against current catalog",
      "due": "2026-05-05"
    }
  ]
}