saolalab Ticket Management
Ticket Lifecycle
New → Triaged → Assigned → In Progress → Resolved → Closed
↓
Escalated → [Engineering/Product/Other]
Triage Framework
Priority Levels
| Priority | Criteria | Response SLA | Resolution SLA |
|---|---|---|---|
| P0 - Critical | Service down, data loss, security breach | 15 minutes | 4 hours |
| P1 - High | Major feature broken, many users affected | 1 hour | 24 hours |
| P2 - Medium | Feature degraded, workaround available | 4 hours | 3 days |
| P3 - Low | Minor issue, cosmetic, feature request | 24 hours | 1 week |
Triage Checklist
- Identify the issue — What exactly is the customer reporting?
- Reproduce if possible — Can we see the same behavior?
- Check known issues — Is this a documented problem?
- Assess impact — How many users affected? Business impact?
- Assign priority — Based on impact and urgency
- Route appropriately — Self-resolve, escalate, or delegate
Ticket Template
## Summary
[One-line description]
## Customer
- Account: [customer name/ID]
- Contact: [email/channel]
- Segment: [enterprise/SMB/self-serve]
## Issue Details
- **Reported**: [timestamp]
- **Priority**: [P0/P1/P2/P3]
- **Category**: [bug/question/feature-request/account]
## Description
[Detailed description from customer]
## Steps to Reproduce
1. [Step 1]
2. [Step 2]
3. [Expected vs actual result]
## Investigation Notes
[Your findings]
## Resolution
[How it was resolved]
Escalation Criteria
Escalate when:
- You cannot reproduce or diagnose the issue
- The issue requires code changes
- Customer is threatening churn
- Security or data privacy is involved
- SLA is at risk
Metrics to Track
- First Response Time (FRT) — Time to first human response
- Time to Resolution (TTR) — Total time from ticket open to close
- First Contact Resolution (FCR) — % resolved in first interaction
- Customer Satisfaction (CSAT) — Post-resolution survey score
- Ticket Volume — Trends by category, priority, time