| 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
- Read the ticket and restate the customer's real problem.
- Classify the intent — question, bug, billing, or account.
- Rate severity by impact and how many are affected.
- Check the knowledge base for an existing answer.
- 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.