---
name: customer-support-ticket-triage
description: "Classifies an incoming support ticket by urgency, account tier, and issue type, then outputs a priority score, routing recommendation, SLA target, and a suggested first-response draft. Use when triaging inbound support tickets, deciding queue priority, routing tickets to the right team, or applying consistent SLA rules across a support inbox."
argument-hint: "[ticket-text] [account-info]"
allowed-tools: ["Read"]
---

# Customer Support Ticket Triage

## Purpose
Turn a raw support ticket into a fully triaged, routed, and prioritized item — with a calculated priority score, the correct owning team, an SLA target, and a ready-to-send first-response draft — so specialists stop hand-classifying every ticket and respond in the right order with consistent rules.

## When to Use
Invoke this skill when the user asks to:
- Triage or classify one or more incoming support tickets
- Decide which ticket in the queue to handle first
- Route a ticket to the right team (billing, technical, onboarding, escalation)
- Apply consistent priority or SLA rules to inbound support requests
- Draft a first response to a support ticket that needs classification
- Flag whether a ticket is an outage, security issue, or churn risk

## Inputs Required
Before starting, collect:
- **Ticket text**: The full message the customer sent, including subject line if available
- **Account tier**: Enterprise / Business / Pro / Free (or the tiers this team uses)
- **Account context**: MRR, renewal date, contract status, or CSM ownership if known
- **Customer signals**: Prior ticket volume, sentiment, or "at-risk" flags if available
- **Team routing map**: Which teams exist (e.g., Billing, Tier 1, Tier 2/Engineering, Onboarding, Security)
- **SLA policy**: Response-time targets by tier or priority, if the team has one

If account tier is unknown, default to "Business" and flag the assumption. If no SLA policy is provided, apply the default SLA matrix in Step 4.

## Instructions

### Step 1: Classify Issue Type
Assign the ticket to exactly one primary issue type (and a secondary if genuinely dual-natured):

- **Outage / Broken Functionality**: Product not working, errors, downtime, data not loading
- **Bug (non-blocking)**: Something works incorrectly but has a workaround
- **How-To / Product Question**: User doesn't know how to do something
- **Billing / Account**: Invoices, charges, plan changes, refunds, seats, cancellations
- **Onboarding / Setup**: New account configuration, integration, migration, provisioning
- **Feature Request**: Asking for something that doesn't exist yet
- **Security / Privacy**: Suspected breach, access concerns, data handling, compliance
- **Feedback / Complaint**: Dissatisfaction without a specific technical blocker

Quote the specific phrase(s) in the ticket that drove the classification.

### Step 2: Score Urgency
Rate urgency on a 1–5 scale using these signals:

- **5 — Critical**: Total outage, data loss, security breach, active revenue-blocking issue, or explicit legal/executive escalation language
- **4 — High**: Core workflow broken for a paying customer, deadline pressure, repeated failure, strong churn/cancellation language
- **3 — Medium**: Functional problem with a workaround, blocking a non-core task, moderate frustration
- **2 — Low**: How-to questions, cosmetic issues, non-blocking bugs
- **1 — Informational**: Feature requests, general feedback, "just so you know" notes

Escalate urgency by +1 if the ticket contains explicit sentiment/churn language ("cancel," "switching," "unacceptable," "third time asking") — cap at 5.

### Step 3: Weight by Account Tier
Apply a tier multiplier to compute the final priority score:

- **Enterprise**: ×2.0
- **Business**: ×1.5
- **Pro**: ×1.2
- **Free**: ×1.0

**Priority Score = Urgency (1–5) × Tier Multiplier**, then map to a band:
- **P1 (score ≥ 8.0)**: Immediate — page on-call / drop everything
- **P2 (score 5.0–7.9)**: Same-business-day
- **P3 (score 3.0–4.9)**: Standard queue
- **P4 (score < 3.0)**: Low priority / batch

### Step 4: Assign SLA Target
If the team provided an SLA policy, apply it. Otherwise use this default response-time matrix:

| Priority | First response target |
|----------|----------------------|
| P1 | 1 hour |
| P2 | 4 hours |
| P3 | 1 business day |
| P4 | 2 business days |

### Step 5: Route to the Right Team
Map issue type + priority to an owner:
- Outage / Bug → Tier 1, auto-escalate to Tier 2/Engineering if P1–P2
- Billing / Account → Billing team
- How-To / Product Question → Tier 1
- Onboarding / Setup → Onboarding team (loop in CSM if Enterprise/Business)
- Feature Request → Product/roadmap intake queue (no live-agent SLA)
- Security / Privacy → Security team immediately, regardless of tier
- Feedback / Complaint → Tier 1, loop in CSM if churn language present

Flag any ticket requiring cross-team ownership.

### Step 6: Draft a First Response
Write a first-response draft (60–120 words) that:
- Acknowledges the specific problem in the customer's own terms
- Confirms the priority/urgency has been registered (without quoting internal scores)
- Sets a next-step expectation aligned to the SLA
- Requests any missing information needed to resolve it (only if genuinely needed)
- Matches a professional, empathetic support tone — no filler apologies stacked three deep

## Output Format
- **Structure**: A triage summary block followed by the first-response draft
- **Length**: 200–350 words total
- **Format**: Labeled fields for the triage summary; prose for the response draft
- **Sections**: Issue Type → Urgency Score (with reasoning) → Account Tier & Multiplier → Priority Score & Band → SLA Target → Routing → Suggested First Response
- **Tone**: Triage summary is terse and operational; the response draft is warm, clear, and customer-facing

## Quality Checklist
Before delivering output, verify:
- [ ] Exactly one primary issue type is assigned (secondary only if truly dual-natured)
- [ ] The urgency score cites the specific ticket phrase(s) that justified it
- [ ] The priority score is computed as Urgency × Tier Multiplier and mapped to a P1–P4 band
- [ ] Any security or data-loss ticket is routed to Security/on-call regardless of tier
- [ ] The SLA target matches the assigned priority band
- [ ] The first-response draft is 60–120 words and requests missing info only when needed

## Notes
- Security and data-loss tickets override the normal tier weighting — always treat as P1 routing even on Free accounts.
- Churn language ("cancel," "switching," "unacceptable") is the highest-value signal a specialist can miss; the +1 urgency bump exists specifically to catch it.
- When triaging a batch, sort the output by priority score descending so the queue order is immediately actionable.
- If the ticket is ambiguous between two issue types, classify by the outcome the customer wants, not the symptom they describe.

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## How to use this skill

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