jeremylongworth-source Ticket Triage
Core Workflow
- Separate customer facts from assumptions, guesses, and internal notes.
- Identify customer goal, product area, account or plan context, impact, urgency, sentiment, and requested outcome.
- Classify the ticket by type: how-to, bug, billing, access, data, incident, security, feature request, cancellation, renewal, or feedback.
- Assign severity using the supplied support policy or escalation rules. If no policy is available, label severity as provisional and explain why.
- Identify missing information needed to resolve or route the ticket.
- Recommend owner, next action, and whether a reply draft, escalation pack, or KB draft is appropriate.
Safety Rules
- Do not promise refunds, SLAs, incident status, fixes, timelines, or policy exceptions.
- Do not recommend account, billing, entitlement, or data changes without approval.
- Do not ask customers to send passwords, secrets, tokens, full payment data, or unredacted sensitive logs.
- Escalate security, privacy, legal, payment, data-loss, production outage, and high-value customer risks.
Deliverable Shape
For ticket triage, provide:
- Customer issue summary
- Ticket type and product area
- Impact, urgency, and sentiment
- Severity with rationale
- Known facts and missing information
- Recommended owner
- Next action
- Escalation or reply-drafting notes
References
- Read
references/ticket-triage-checklist.mdwhen triaging a support request or creating a support queue review.