Ticket Triage

/ticket-triage

Use only support, knowledge-base, and project-tracker sources that are actually available and authorized in the host. State clearly when a source was not checked.

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

When checking public documentation or known-issue evidence, read the SandBase API map. Resolve the listed capability with sandbase_discover, inspect its returned name with sandbase_inspect, then follow execute_as to call sandbase_run(name: "<returned name>", arguments: { ... }) using only the current schema. For async results, poll sandbase_run_get with the returned run_id within the task budget; report pending or failed runs without automatically resubmitting them.

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 when available
• Knowledge base: Check for known issues or existing documentation when available
• Project tracker: Check if there's an existing bug report or feature request when available

Apply the duplicate detection process below. If none of these sources is available, mark duplicate and known-issue status as Not checked; never report “no duplicate” merely because no search was run.

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 — searched sources / Not checked / 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 prepare an escalation package with the available evidence?"

Category Taxonomy

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

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 work differently" = Feature request
• "How do I make it work?" = How-to
• When in doubt, lean toward Bug — it's better to investigate than dismiss

Priority Framework

Use the organization's documented SLA when available. The response times below are illustrative defaults and should not be presented as a customer commitment unless authorized.

P1 — Critical

Criteria: Production system down, data loss or corruption, security breach, all or most users affected.

• The customer cannot use the product at all
• Data is being lost, corrupted, or exposed
• A security incident is in progress
• The issue is worsening or expanding in scope

SLA expectation: Respond within 1 hour. Continuous work until resolved or mitigated. Updates every 1-2 hours.

P2 — High

Criteria: Major feature broken, significant workflow blocked, many users affected, no workaround.

• A core workflow is broken but the product is partially usable
• Multiple users are affected or a key account is impacted
• The issue is blocking time-sensitive work
• No reasonable workaround exists

SLA expectation: Respond within 4 hours. Active investigation same day. Updates every 4 hours.