Support Triage

Support Ticket Triage

Standardize how to classify and respond to incoming tickets.

Inputs to gather

• Ticket text (include attachments/links), product area, customer plan/tier if known.
• Desired outputs: category taxonomy, priority levels, SLA hints, tone/brand voice, whether to draft a reply.

Workflow

1. Parse context: identify issue type, product surface, severity, customer impact, reproduction hints, and blockers.
2. Categorize: assign category and subcategory; set priority (e.g., P0–P3) with short justification.
3. Draft response (if asked): concise acknowledgment, empathy, restate issue, next steps, and ask for missing info; include reproduction checklist when uncertain.
4. Internal notes: suspected root cause, logs to pull, teams to loop, and tracking IDs to create/attach.
5. Output: tabular or bullet summary with Category, Priority, Summary, Proposed Fix/Next Steps, Reply Draft.

Quality checks

• Avoid promises; give ranges not exact ETAs unless provided.
• Mask PII if copying to public channels.
• If signal is weak, present 2–3 likely categories and what evidence would disambiguate.