| 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
- Capture what the user was trying to accomplish, what happened, and what they expected.
- Gather the minimum environment, account, version, timing, and reproduction information needed.
- Check known behavior and existing documentation before assuming a defect.
- Reproduce when practical and safe.
- Classify the issue: usage question, configuration, defect, outage, access problem, billing/ops, security/privacy, or feature request.
- Provide a verified workaround when one exists.
- 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.