ticket-triage

name	Ticket Triage
description	Classify an incoming ticket by intent, severity, and route it to the right resolution.
category	Ops

Ticket Triage

Read a new ticket, understand what the customer actually needs, and route it so it gets resolved fast.

When to use

• A new support ticket arrives.
• A queue has backed up and needs sorting.

Steps

1. Read the ticket and restate the customer's real problem.
2. Classify the intent — question, bug, billing, or account.
3. Rate severity by impact and how many are affected.
4. Check the knowledge base for an existing answer.
5. Route to self-resolve, escalate, bug, or refund.

Output

A triaged ticket: intent, severity, and a routing decision, following the [[Support playbook]]. Ready to resolve or escalate.