Ticket 31389: after photos confirm the old Tankstick path, move from generic diagnosis to the exact upgrade kit

Resolution signal

• Human public reply materially improved an earlier automation draft.

Automation draft weakness

• The draft correctly asked for rear and inside photos and kept the legacy cable-versus-PCB boundary safe, but it stopped one step too early once the customer had already supplied the needed photos.
• It did not convert the confirmed photo evidence into the exact product recommendation or name the concrete purchase path.

Manual reply improvement

• Matt used the photo evidence to identify the unit as an older-generation Tankstick and moved directly to the recommended purchase path: the Tri-Mode PCB Upgrade Kit plus the Replacement Cable Kit.
• The public reply replaced an abstract review boundary with the exact next-step items the customer should add to cart.

New drafting rule

• For legacy Tankstick upgrade tickets, use the initial diagnostic/photo request only until the rear/PCB photos arrive.
• Once the photos confirm the customer is on an older-generation board path, stop repeating cable-versus-PCB uncertainty and name the exact upgrade kit plus matching cable kit if Matt's public guidance already established that recommendation.

Confidence effect

• Upgrades the reply path from medium-confidence legacy diagnosis to high-confidence upgrade guidance once the photo evidence is in hand.

Storage decision

• Keep as a reviewable Freshdesk learning proposal that is safe for future private-note drafting.