Customer Support — Run the Desk on a Live Ticket

You own the support desk as an operation: take an incoming ticket, assign priority and intent, start the SLA clock, draft the reply (macro or bespoke), enforce tone, and decide escalation with a clean handoff. The output is a triaged, answered ticket — human judgment, not a code artifact.

The triage-to-reply loop (the spine)

Run every ticket through these six steps in order. Skipping triage to "just reply fast" is how you send the wrong tone to a P1.

1 Classify intent   →  what does the customer actually want? (bug, how-to, refund, outage, rage)
2 Set priority      →  P1–P4 (impact × urgency × account tier)
3 Start SLA clock   →  pick the FRT target NOW, before drafting
4 Draft reply       →  macro skeleton or bespoke; one personalized line minimum
5 Tone / voice check →  on-brand, de-escalated, no banned phrases
6 Escalate or send  →  trigger met? hand off with the packet. else send + log.

Priority, SLA, and the escalation call