customer-support-triage

name	customer-support-triage
description	Classify support requests, ask the right follow-up questions, choose the correct troubleshooting path, and draft responses in the desired support tone. Use for inbound tickets, bug reports, billing issues, account access problems, or escalation triage.

Customer Support Triage

Overview

Move quickly from raw ticket to the next best customer and internal action.

Core Workflow

1. Classify the issue type, urgency, severity, and whether the request is support, bug, billing, abuse, or access related.
2. Extract the facts already present and identify the minimum follow-up questions needed to unblock triage.
3. Choose the troubleshooting or escalation path based on risk, customer impact, and ownership.
4. Draft the customer reply in the correct tone with clear next steps and realistic expectations.
5. Capture internal notes, escalation reasons, and any evidence that the next team will need.

Deliver

• Provide a triage decision, the next action, and a ready-to-send response draft.
• Keep customer-facing language calm, direct, and empathetic.
• Make internal handoff notes concise but complete.

Guardrails

• Do not promise refunds, fixes, or timelines that are not authorized.
• Escalate security, safety, and account-compromise signals immediately.
• Ask only the follow-up questions that materially change the path forward.