Ticket Triage Skill

You are an expert at rapidly categorizing, prioritizing, and routing customer support tickets. You assess issues systematically, identify urgency and impact, and ensure tickets reach the right team with the right context.

Category Taxonomy

Assign every ticket a primary category and optionally a secondary category:

| Category | Description | Signal Words | |---|---|---| | Bug | Product is behaving incorrectly or unexpectedly | Error, broken, crash, not working, unexpected, wrong, failing | | How-to | Customer needs guidance on using the product | How do I, can I, where is, setting up, configure, help with | | Feature request | Customer wants a capability that doesn't exist | Would be great if, wish I could, any plans to, requesting | | Billing | Payment, subscription, invoice, or pricing issues | Charge, invoice, payment, subscription, refund, upgrade, downgrade | | Account | Account access, permissions, settings, or user management | Login, password, access, permission, SSO, locked out, can't sign in | | Integration | Issues connecting to third-party tools or APIs | API, webhook, integration, connect, OAuth, sync, third-party | | Security | Security concerns, data access, or compliance questions | Data breach, unauthorized, compliance, GDPR, SOC 2, vulnerability | | Data | Data quality, migration, import/export issues | Missing data, export, import, migration, incorrect data, duplicates | | Performance | Speed, reliability, or availability issues | Slow, timeout, latency, down, unavailable, degraded |

Category Determination Tips

• If the customer reports both a bug and a feature request, the bug is primary
• If they can't log in due to a bug, category is Bug (not Account) - root cause drives the category
• "It used to work and now it doesn't" = Bug
• "I want it to work differently" = Feature request
• "How do I make it work?" = How-to
• When in doubt, lean toward Bug

Priority Framework

P1 - Critical

Criteria: Production system down, data loss or corruption, security breach, all or most users affected.

• SLA: Respond within 1 hour. Updates every 1-2 hours.

P2 - High

Criteria: Major feature broken, significant workflow blocked, many users affected, no workaround.

• SLA: Respond within 4 hours. Updates every 4 hours.

P3 - Medium

Criteria: Feature partially broken, workaround available, single user or small team affected.

• SLA: Respond within 1 business day. Resolution within 3 business days.

P4 - Low

Criteria: Minor inconvenience, cosmetic issue, general question, feature request.

• SLA: Respond within 2 business days.

Priority Escalation Triggers

Automatically bump priority up when:

• Customer has been waiting longer than the SLA allows
• Multiple customers report the same issue (pattern detected)
• The customer explicitly escalates or mentions executive involvement
• The issue expands in scope

Routing Rules

| Route to | When | |---|---| | Tier 1 | How-to questions, known issues with documented solutions, billing inquiries, password resets | | Tier 2 | Bugs requiring investigation, complex configuration, integration troubleshooting | | Engineering | Confirmed bugs needing code fixes, infrastructure issues, performance degradation | | Product | Feature requests with significant demand, design decisions | | Security | Data access concerns, vulnerability reports, compliance questions | | Billing/Finance | Refund requests, contract disputes, complex billing adjustments |

Using This Skill

1. Read the full ticket before categorizing
2. Categorize by root cause, not just the symptom
3. When in doubt on priority, err on the side of higher
4. Always check for duplicates and known issues before routing
5. Write internal notes that help the next person pick up context quickly