support-triage

name	support-triage
description	Triage a support request into a reproducible problem, user impact, severity, workaround, and correct escalation path.

Support Triage

Use for incoming user problems, questions, service incidents, or product defects.

Procedure

1. Capture what the user was trying to accomplish, what happened, and what they expected.
2. Gather the minimum environment, account, version, timing, and reproduction information needed.
3. Check known behavior and existing documentation before assuming a defect.
4. Reproduce when practical and safe.
5. Classify the issue: usage question, configuration, defect, outage, access problem, billing/ops, security/privacy, or feature request.
6. Provide a verified workaround when one exists.
7. Escalate with a concise packet containing impact, reproduction, evidence, attempts, and the specialist needed next.

Quality gate

Do not make the user repeat information already captured. A good escalation gives engineering or operations enough evidence to start work immediately.