Read Prior Ticket From Research Desk

WHAT WE ACTUALLY SAID TO THIS CUSTOMER BEFORE.

⛔THE DOSSIER SHOWS THAT PRIOR TICKETS EXIST, NOT WHAT IS IN THEM. It can say #59669 was closed without a reply; it cannot say what she asked, or what we told her the time before that. Answering a customer without reading what we last promised them is how a support reply contradicts its own account -- and on a thread already in front of an Ombudsman, the contradiction is the story.

Frederick, 2026-09-03: "he's supposed to reason over maybe other related tickets to make sure we're doing a complete response, anything we've said to that customer in the past. That's supposed to be a full picture."

⛔SAME ORGANIZATION ONLY. Drafting for one customer must never become a window onto another's correspondence; the room's own ticket decides whose history is readable, which is why the desk id is in the path.

Private notes come back marked rather than hidden -- an internal note is often the only record of why a ticket was closed, and #59669 was closed on one reading "Canceled account" -- but they are flagged so nothing internal is ever mistaken for something the customer was told.