Most CSR issues can be resolved inside the BSS. Escalate to Telgoo5 helpdesk when:

• An activation or port fails with a carrier-side error you cannot self-correct (e.g., "device not eligible", repeated port-in rejections after correcting the account number).
• eSIM QR codes are not allocating on order creation.
• Inventory shows phantom stock or a SIM that won't provision.
• A customer disputes a charge that Billing And Invoice will not let you refund.
• A bug or unexpected platform behavior — capture the customer ID, the steps to reproduce, and a screenshot.