Ticket Triage

# /ticket-triage

> If you see unfamiliar placeholders or need to check which tools are connected, see [CONNECTORS.md](../../CONNECTORS.md).

Categorize, prioritize, and route an incoming support ticket or customer issue. Produces a structured triage assessment with a suggested initial response.

## Usage

``` /ticket-triage <ticket text, customer message, or issue description> ```

Examples: - `/ticket-triage Customer says their dashboard has been showing a blank page since this morning` - `/ticket-triage "I was charged twice for my subscription this month"` - `/ticket-triage User can't connect their SSO — getting a 403 error on the callback URL` - `/ticket-triage Feature request: they want to export reports as PDF`

## Workflow

### 1. Parse the Issue

Read the input and extract:

- **Core problem**: What is the customer actually experiencing? - **Symptoms**: What specific behavior or error are they seeing? - **Customer context**: Who is this? Any account details, plan level, or history available? - **Urgency signals**: Are they blocked? Is this production? How many users affected? - **Emotional state**: Frustrated, confused, matter-of-fact, escalating?

### 2. Categorize and Prioritize

Using the category taxonomy and priority framework below:

- Assign a **primary category** (bug, how-to, feature request, billing, account, integration, security, data, performance) and an optional secondary category - Assign a **priority** (P1–P4) based on impact and urgency - Identify the **product area** the issue maps to

### 3. Check for Duplicates and Known Issues

Before routing, check available sources:

- **~~support platform**: Search for similar open or recently resolved tickets - **~~knowledge base**: Check for known issues or existing documentation - **~~project tracker**: Check if there's an existing bug report or feature request

Apply the duplicate detection process below.

### 4. Determine Routing

Using the routing rules below, recommend which team or queue should handle this based on category and complexity.

### 5. Generate Triage Output

``` ## Triage: [One-line issue summary]

**Category:** [Primary] / [Secondary if applicable] **Priority:** [P1-P4] — [Brief justification] **Product area:** [Area/team]

### Issue Summary [2-3 sentence summary of what the customer is experiencing]

### Key Details - **Customer:** [Name/account if known] - **Impact:** [Who and what is affected] - **Workaround:** [Available / Not available / Unknown] - **Related tickets:** [Links to similar issues if found] - **Known issue:** [Yes — link / No / Checking]

### Routing Recommendation **Route to:** [Team or queue] **Why:** [Brief reasoning]

### Suggested Initial Response [Draft first response to the customer — acknowledge the issue, set expectations, provide workaround if available. Use the auto-response templates below as a starting point.]

### Internal Notes - [Any additional context for the agent picking this up] - [Reproduction hints if it's a bug] - [Escalation triggers to watch for] ```

### 6. Offer Next Steps

After presenting the triage: - "Want me to draft a full response to the customer?" - "Should I search for more context on this issue?" - "Want me to check if this is a known bug in the tracker?" - "Should I escalate this? I can package it with /customer-escalation."

---

## Category Taxonomy

Assign every ticket a **primary category** and optionally a **secondary category**:

| Category | Description | Signal Words | |----------|-------------|-------------| | **Bug** | Product is behaving incorrectly or unexpectedly | Error, broken, crash, not working, unexpected, wrong, failing | | **How-to** | Customer needs guidance on using the product | How do I, can I, where is, setting up, configure, help with | | **Feature request** | Customer wants a capability that doesn't exist | Would be great if, wish I could, any plans to, requesting | | **Billing** | Payment, subscription, invoice, or pricing issues | Charge, invoice, payment, subscription, refund, upgrade, downgrade | | **Account** | Account access, permissions, settings, or user management | Login, password, access, permission, SSO, locked out, can't sign in | | **Integration** | Issues connecting to third-party tools or APIs | API, webhook, integration, connect, OAuth, sync, third-party | | **Security** | Security concerns, data access, or compliance questions | Data breach, unauthorized, compliance, GDPR, SOC 2, vulnerability | | **Data** | Data quality, migration, import/export issues | Missing data, export, import, migration, incorrect data, duplicates | | **Performance** | Speed, reliability, or availability issues | Slow, timeout, latency, down, unavailable, degraded |

### Category Determination Tips

- If the customer reports **both** a bug and a feature request, the bug is primary - If they can't log in due to a bug, category is **Bug** (not Account) — root cause drives the category - "It used to work and now it doesn't" = **Bug** - "I want it to