frumu-ai/support-ticket-triage

Support Ticket Triage

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

Usage

Provide the ticket text, customer message, or issue description.

Examples:

• "Customer says their dashboard has been showing a blank page since this morning"
• "I was charged twice for my subscription this month"
• "User can't connect their SSO — getting a 403 error on the callback URL"

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?

2. Categorize and Prioritize

Assign a primary category and priority:

| Category | Description | | ------------------- | --------------------------------------------------------- | | Bug | Product is behaving incorrectly or unexpectedly | | How-to | Customer needs guidance on using the product | | Feature request | Customer wants a capability that doesn't exist | | Billing | Payment, subscription, invoice, or pricing issues | | Account | Account access, permissions, settings, or user management | | Integration | Issues connecting to third-party tools or APIs | | Security | Security concerns, data access, or compliance questions | | Data | Data quality, migration, import/export issues | | Performance | Speed, reliability, or availability issues |

| Priority | Criteria | SLA Expectation | | ----------------- | ---------------------------------------------- | --------------- | | P1 — Critical | Production down, data loss, security breach | 1 hour | | P2 — High | Major feature broken, workflow blocked | 4 hours | | P3 — Medium | Feature partially broken, workaround available | 1 business day | | P4 — Low | Minor inconvenience, question, feature request | 2 business days |

3. Determine Routing

Recommend which team or queue should handle this:

• Tier 1: How-to, known issues, billing, password resets
• Tier 2: Bugs requiring investigation, complex config, integrations
• Engineering: Confirmed bugs requiring code fixes, infrastructure
• Product: Feature requests, design decisions
• Security: Data exposure, vulnerabilities
• Billing/Finance: Refunds, contract disputes

4. 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]

### 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.]