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
- Parse context: identify issue type, product surface, severity, customer impact, reproduction hints, and blockers.
- Categorize: assign category and subcategory; set priority (e.g., P0–P3) with short justification.
- Draft response (if asked): concise acknowledgment, empathy, restate issue, next steps, and ask for missing info; include reproduction checklist when uncertain.
- Internal notes: suspected root cause, logs to pull, teams to loop, and tracking IDs to create/attach.
- 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.
---
name: support-ticket-triage
description: Classify customer support tickets, emails, or chats by category and priority, draft responses, and document next steps.
---
# 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.
