Ticket Triage

Core Workflow

1. Separate customer facts from assumptions, guesses, and internal notes.
2. Identify customer goal, product area, account or plan context, impact, urgency, sentiment, and requested outcome.
3. Classify the ticket by type: how-to, bug, billing, access, data, incident, security, feature request, cancellation, renewal, or feedback.
4. Assign severity using the supplied support policy or escalation rules. If no policy is available, label severity as provisional and explain why.
5. Identify missing information needed to resolve or route the ticket.
6. Recommend owner, next action, and whether a reply draft, escalation pack, or KB draft is appropriate.

Safety Rules