Support Ticket Triage
If you see unfamiliar placeholders or need to check which tools are connected, please ask about available integrations.
Categorize, prioritize, and route an incoming support ticket or customer issue. Produces a structured triage assessment with a suggested initial response.
Usage
Provide the ticket text, customer message, or issue description.
Examples:
- "Customer says their dashboard has been showing a blank page since this morning"
- "I was charged twice for my subscription this month"
- "User can't connect their SSO — getting a 403 error on the callback URL"
Workflow
1. Parse the Issue
Read the input and extract:
- Core problem: What is the customer actually experiencing?
- Symptoms: What specific behavior or error are they seeing?
- Customer context: Who is this? Any account details, plan level, or history available?
- Urgency signals: Are they blocked? Is this production? How many users affected?
2. Categorize and Prioritize
Assign a primary category and priority:
| Category |
Description |
| Bug |
Product is behaving incorrectly or unexpectedly |
| How-to |
Customer needs guidance on using the product |
| Feature request |
Customer wants a capability that doesn't exist |
| Billing |
Payment, subscription, invoice, or pricing issues |
| Account |
Account access, permissions, settings, or user management |
| Integration |
Issues connecting to third-party tools or APIs |
| Security |
Security concerns, data access, or compliance questions |
| Data |
Data quality, migration, import/export issues |
| Performance |
Speed, reliability, or availability issues |
| Priority |
Criteria |
SLA Expectation |
| P1 — Critical |
Production down, data loss, security breach |
1 hour |
| P2 — High |
Major feature broken, workflow blocked |
4 hours |
| P3 — Medium |
Feature partially broken, workaround available |
1 business day |
| P4 — Low |
Minor inconvenience, question, feature request |
2 business days |
3. Determine Routing
Recommend which team or queue should handle this:
- Tier 1: How-to, known issues, billing, password resets
- Tier 2: Bugs requiring investigation, complex config, integrations
- Engineering: Confirmed bugs requiring code fixes, infrastructure
- Product: Feature requests, design decisions
- Security: Data exposure, vulnerabilities
- Billing/Finance: Refunds, contract disputes
4. Generate Triage Output
## Triage: [One-line issue summary]
**Category:** [Primary] / [Secondary if applicable]
**Priority:** [P1-P4] — [Brief justification]
**Product area:** [Area/team]
### Issue Summary
[2-3 sentence summary of what the customer is experiencing]
### Key Details
- **Customer:** [Name/account if known]
- **Impact:** [Who and what is affected]
- **Workaround:** [Available / Not available / Unknown]
### Routing Recommendation
**Route to:** [Team or queue]
**Why:** [Brief reasoning]
### Suggested Initial Response
[Draft first response to the customer — acknowledge the issue, set expectations, provide workaround if available.]
1---2name: support-ticket-triage3description: Triage and prioritize a support ticket or customer issue. Categorize issues, assign priority (P1-P4), and recommend routing.4---56# Support Ticket Triage78> If you see unfamiliar placeholders or need to check which tools are connected, please ask about available integrations.910Categorize, prioritize, and route an incoming support ticket or customer issue. Produces a structured triage assessment with a suggested initial response.1112## Usage1314Provide the ticket text, customer message, or issue description.1516Examples:1718- "Customer says their dashboard has been showing a blank page since this morning"19- "I was charged twice for my subscription this month"20- "User can't connect their SSO — getting a 403 error on the callback URL"2122## Workflow2324### 1. Parse the Issue2526Read the input and extract:2728- **Core problem**: What is the customer actually experiencing?29- **Symptoms**: What specific behavior or error are they seeing?30- **Customer context**: Who is this? Any account details, plan level, or history available?31- **Urgency signals**: Are they blocked? Is this production? How many users affected?3233### 2. Categorize and Prioritize3435Assign a **primary category** and **priority**:3637| Category | Description |38| ------------------- | --------------------------------------------------------- |39| **Bug** | Product is behaving incorrectly or unexpectedly |40| **How-to** | Customer needs guidance on using the product |41| **Feature request** | Customer wants a capability that doesn't exist |42| **Billing** | Payment, subscription, invoice, or pricing issues |43| **Account** | Account access, permissions, settings, or user management |44| **Integration** | Issues connecting to third-party tools or APIs |45| **Security** | Security concerns, data access, or compliance questions |46| **Data** | Data quality, migration, import/export issues |47| **Performance** | Speed, reliability, or availability issues |4849| Priority | Criteria | SLA Expectation |50| ----------------- | ---------------------------------------------- | --------------- |51| **P1 — Critical** | Production down, data loss, security breach | 1 hour |52| **P2 — High** | Major feature broken, workflow blocked | 4 hours |53| **P3 — Medium** | Feature partially broken, workaround available | 1 business day |54| **P4 — Low** | Minor inconvenience, question, feature request | 2 business days |5556### 3. Determine Routing5758Recommend which team or queue should handle this:5960- **Tier 1**: How-to, known issues, billing, password resets61- **Tier 2**: Bugs requiring investigation, complex config, integrations62- **Engineering**: Confirmed bugs requiring code fixes, infrastructure63- **Product**: Feature requests, design decisions64- **Security**: Data exposure, vulnerabilities65- **Billing/Finance**: Refunds, contract disputes6667### 4. Generate Triage Output6869```markdown70## Triage: [One-line issue summary]7172**Category:** [Primary] / [Secondary if applicable]73**Priority:** [P1-P4] — [Brief justification]74**Product area:** [Area/team]7576### Issue Summary7778[2-3 sentence summary of what the customer is experiencing]7980### Key Details8182- **Customer:** [Name/account if known]83- **Impact:** [Who and what is affected]84- **Workaround:** [Available / Not available / Unknown]8586### Routing Recommendation8788**Route to:** [Team or queue]89**Why:** [Brief reasoning]9091### Suggested Initial Response9293[Draft first response to the customer — acknowledge the issue, set expectations, provide workaround if available.]94```
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