Ticket Triage and Routing

Ticket Triage and Routing

Evaluate incoming user support tickets and route them to the proper department.

When to use

• When operating in the support domain.
• When resolving incidents related to ticket triage and routing.

When not to use

• If the issue requires manual human intervention.
• If the domain does not apply.

Triggers

• Pattern: ticket-triage
• Keywords: support, ticket

Inputs

• Context from the current user session or incident report.

Steps

1. Step 1

Read the support ticket to extract key entities: user ID, error code, and affected feature.

2. Step 2

Determine the severity: P1 (System Down), P2 (Major Bug), P3 (Minor Bug), P4 (Feature Request).

3. Step 3

If it's a billing issue, route to billing. If technical, route to engineering.

4. Step 4

Draft a polite acknowledgment message to the user confirming receipt and priority.

Success signals

• The task is resolved without regressions.
• Logs confirm the procedure was successfully applied.

Failure modes

• Incorrect application of the steps leading to side effects.

Safety notes

• Always verify changes in a staging environment before applying to production.
• Do not execute destructive commands without explicit authorization.