Ticket Triage Skill Summary
This document provides a comprehensive framework for support ticket management with the following key components:
Core Functions
The skill enables categorization of support issues, priority assignment (P1-P4), and appropriate team routing based on issue severity and type.
Nine-Category Taxonomy
Issues are classified as: Bug, How-to, Feature request, Billing, Account, Integration, Security, Data, or Performance. The framework emphasizes that the bug is primary when multiple issue types coexist, and suggests leaning toward Bug classification when uncertain.
Priority Levels
- P1 (Critical): Production down, data loss, security breach, affecting most users
- P2 (High): Core workflow broken, multiple users impacted, no workaround available
- P3 (Medium): Partial functionality loss with available workarounds, single user/small team affected
- P4 (Low): Cosmetic issues, feature requests, general inquiries
SLA response times range from 1 hour (P1) to 2 business days (P4).
Routing Strategy
Tickets route to appropriate teams: Tier 1 handles basic inquiries, Tier 2 manages complex investigations, Engineering addresses confirmed bugs, Product reviews feature requests, and specialized teams handle Security and Billing issues.
Practical Guidance
The framework includes duplicate detection procedures, template responses by category, and escalation triggers, emphasizing that pattern recognition across multiple tickets warrants elevated priority consideration.