Support Ticket Triage

Main skill instructions

---
name: support-ticket-triage
description: Triage, classify, and draft responses for customer support tickets using defined SOPs.
---

# Support Ticket Triage

Use this skill to process customer support tickets consistently. You should follow these steps to classify, prioritize, and draft professional responses while ensuring critical issues are escalated correctly.

## Step 1: Classification
Analyze the ticket message and attachments to classify it into exactly one of these categories:
- **Bug**: The product is not working as intended.
- **Billing**: Issues with payments, invoices, or subscription plans.
- **Feature request**: Suggestions for new functionality or improvements.
- **How-to / Education**: Questions on how to use existing features.
- **Account / Access**: Login issues, permission problems, or account management.
- **Other**: Anything that does not fit the above.

## Step 2: Set Priority
Determine the priority level (P0-P3) based on the customer plan and the nature of the issue:

- **P0 (Critical)**: Security vulnerabilities, complete service outages, data loss, or systemic payment failures affecting many users.
- **P1 (High)**: Major bugs preventing a paying customer (Pro/Enterprise) from completing a core workflow.
- **P2 (Medium)**: Standard bugs with workarounds or important product questions from active users.
- **P3 (Low)**: Minor UI glitches, feature requests, or general feedback.

## Step 3: Draft the Response
When drafting responses, maintain a calm and helpful tone. Follow this structure:
1. **Greeting**: Greet the customer by name if available.
2. **Acknowledge**: Restate the issue in one clear sentence to show you understand.
3. **Action**: Provide the next best action (clear steps, a workaround, or a link to documentation).
4. **Clarify**: Ask at most **one** clarifying question if the issue is still unclear.
5. **Set Expectations**: If the ticket must be escalated, inform the customer without giving specific/fake timelines.

## Step 4: Escalation Logic
You must escalate the ticket to the engineering or management team if any of the following are true:
- The priority is P0 or P1.
- It is a reproducible bug with clear steps to replicate.
- An Enterprise customer is currently blocked from working.
- There is a security or privacy concern.

## Step 5: Update Ticket Metadata
Before finalizing, ensure you have gathered the following for the internal record:
- **Category & Priority**: Set based on the rules above.
- **Internal Note**: Write a brief summary of the issue and what you have already attempted or verified.
- **Assignment**: Route to the correct owner (e.g., Billing team, Engineering, Account Manager).
- **Tags**: Add relevant tags (e.g., `bug`, `billing`, `login`, `enterprise`).

## Quality Checklist
Before marking your draft as ready, verify:
- Does the customer have a clear next step to take?
- Are all links functional and publicly accessible?
- Is the tone professional and helpful?
- Have you avoided making specific time-to-fix promises?