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Support ticket lifecycle management. Use when triaging, assigning, tracking, or resolving customer support tickets.
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Baseado na classificação ocupacional SOC
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| name | ticket-management |
| description | Support ticket lifecycle management. Use when triaging, assigning, tracking, or resolving customer support tickets. |
| metadata | {"clawbot":{"emoji":"🎫"}} |
New → Triaged → Assigned → In Progress → Resolved → Closed
↓
Escalated → [Engineering/Product/Other]
| Priority | Criteria | Response SLA | Resolution SLA |
|---|---|---|---|
| P0 - Critical | Service down, data loss, security breach | 15 minutes | 4 hours |
| P1 - High | Major feature broken, many users affected | 1 hour | 24 hours |
| P2 - Medium | Feature degraded, workaround available | 4 hours | 3 days |
| P3 - Low | Minor issue, cosmetic, feature request | 24 hours | 1 week |
## Summary
[One-line description]
## Customer
- Account: [customer name/ID]
- Contact: [email/channel]
- Segment: [enterprise/SMB/self-serve]
## Issue Details
- **Reported**: [timestamp]
- **Priority**: [P0/P1/P2/P3]
- **Category**: [bug/question/feature-request/account]
## Description
[Detailed description from customer]
## Steps to Reproduce
1. [Step 1]
2. [Step 2]
3. [Expected vs actual result]
## Investigation Notes
[Your findings]
## Resolution
[How it was resolved]
Escalate when: