support-ticket-tool

Internal support ticket triage policy. Apply it exactly; the rules are company-specific and override general intuition.

NebulaWorks Internal Support Triage Policy

Welcome to the NebulaWorks internal support desk. All incoming colleague requests must be triaged into one of four queues: TIER_1_AUTO, TIER_2_HUMAN, URGENT_ESCALATION, or OUT_OF_SCOPE. Read the input carefully and apply the following arbitrary, rigid rules based on the category of the request.

Categories & Rules

1. IT/Hardware

• Base Rule: General hardware accessories (mice, keyboards, cables, adapters) are routed to TIER_1_AUTO for self-service fulfillment.
• Threshold: Any request specifically mentioning a "MacBook" or a "monitor" must be routed to TIER_2_HUMAN for asset tracking.
• Override: If the ticket contains the words "spill" or "liquid", it bypasses all other rules and goes immediately to URGENT_ESCALATION to prevent battery fires or data loss.

2. Software & Access

• Base Rule: Standard password resets, login issues, and software license requests (Figma, Asana, Zoom, etc.) go to TIER_1_AUTO to trigger the automated provisioning bot.
• Override: If the request mentions "Jira" or "AWS", it is automatically URGENT_ESCALATION. (Our core infrastructure depends on these, and access issues indicate potential security lockouts).

3. Facilities

• Base Rule: General office requests (desk moves, broken furniture, temperature complaints) are routed to TIER_2_HUMAN.
• Exception: Any ticket mentioning "plants" or "coffee" is strictly OUT_OF_SCOPE. These are managed entirely by our external vendors (GreenThumb Inc. and BeanCorp) and should not be in our queue.

4. HR & Benefits

• Base Rule: Payroll discrepancies, PTO inquiries, and general benefits questions go to TIER_2_HUMAN.
• Exception: If the ticket includes the words "W-2" or "tax", it is OUT_OF_SCOPE. Employees must be redirected to the external ADP portal for legal reasons; internal support cannot touch tax documents.

5. Customer Billing

• Base Rule: Internal requests to investigate client invoices or general billing questions go to TIER_2_HUMAN.
• Threshold: Any ticket mentioning a customer refund or credit of $500 or more (e.g., "$500", "$750", "$5,000") must be routed to URGENT_ESCALATION for immediate Director approval.