Wayland Support Ticket Triage

Triage a Support Ticket

Estimated time: 10-15 minutes

This workflow triages a single inbound support ticket: it classifies the ticket, drafts a reply, runs an escalation check, and ends with the user either sending the reply or marking it for escalation. It is interactive: the user reviews and optionally refines the draft reply before the escalation check.

Steps

Step 1: Kick Off and Capture the Ticket (uses: support-reply)

Ask the user to paste the ticket: subject, body, and any context they have. Ask which product or service it is about. Capture the ticket text verbatim. Do not proceed until you have the ticket body and the product/service it concerns.

• Input: user-pasted ticket subject, body, context, product/service
• Output: ticket
• Key focus: get the full ticket text plus the product context before classifying

Step 2: Infer Classification (uses: support-reply)

Using the support-reply skill, infer the ticket classification: kind (bug, question, billing, feature request, etc.), urgency, owner, and SLA. State the inferred classification and the reasoning behind it. Invite the user to override if they know the customer's tier or contract specifics. Capture the resulting classification.

• Input: ticket from Step 1
• Output: classification (kind / urgency / owner / SLA)
• Key focus: show the reasoning so the user can correct tier and contract details

Step 3: Build the Reply (uses: support-reply)

Using the support-reply skill with the ticket and the classification, draft a reply to the customer. Show the full draft reply to the user.

• Input: ticket from Step 1, classification from Step 2
• Output: draft reply
• Key focus: match tone and content to the inferred kind and urgency

Step 4: Review the Reply (uses: support-reply)

Present the draft reply and ask the user whether to refine it or proceed to the escalation check. If the user wants changes, gather specific refinement feedback and re-run Step 3 with that feedback plus the prior reply and the ticket, looping up to 2 times until the user is satisfied. When the user is satisfied, advance.

• Input: draft reply from Step 3, user decision and refinement feedback
• Output: approved draft reply
• Key focus: loop on the reply only until the user approves (max 2 iterations)

Step 5: Escalation Check (uses: support-escalation)

Using the support-escalation skill in escalation-check mode with the ticket, the classification, and the approved reply, determine whether this ticket should be escalated and why. Show the escalation status to the user.

• Input: ticket from Step 1, classification from Step 2, approved reply from Step 4
• Output: escalation status
• Key focus: surface any SLA-breach, churn-risk, or contractual triggers for escalation

Step 6: Final Review and Send or Escalate (uses: support-escalation)

Present the escalation status and ask the user whether to send the reply or mark the ticket for escalation. Record the final decision. Assemble the triage record with these sections: Ticket, Classification, Draft Reply, Escalation Status, Final Decision.

• Input: escalation status from Step 5, approved reply from Step 4, user decision
• Output: triage record (assembled), final decision
• Key focus: capture the send-vs-escalate decision and assemble the record