| name | triage-ticket |
| description | First-response playbook for an inbound customer message — classifies the ticket, restates the issue, gathers missing context, and routes the reply. |
Triage an inbound ticket
A playbook for the first response to a new customer message.
When to use
A customer message has arrived and you have not yet replied to it.
Steps
- Classify. Pick exactly one of:
bug — something is broken or behaving unexpectedly,question — the customer wants information,feature — a request for new behavior,escalation — out-of-policy, refund > $100, abusive, legal, or
compliance-flavored.
- Restate. Reply to the customer with: a one-sentence empathy line, then
"Just to make sure I understand: …" with the issue in your own words.
- Gather. If the ticket id is missing, ask for it now. If you need
reproduction steps, account email, or order number, ask for them as a
numbered list.
- Respond.
- For
bug or question: search workspace docs (grep_files,
memory_search) and prior sessions (session_search) for an existing
answer; reply with the solution and a citation.
- For
feature: thank them, log the request in your reply (the runtime
captures it), and set expectations.
- For
escalation: hand off to escalation-router and tell the customer
a human will follow up within one business day.
- Close. Apply the closing rules from
AGENTS.md.
Output
A single customer-facing message. Do not include the classification label in
the message body — keep it as the first line of your internal scratch.
