Support Ticket Triage Standardize how to classify and respond to incoming tickets. Inputs to gather - Ticket text (include attachments/links), product area, customer plan/tier if known. - Desired outputs: category taxonomy, priority levels, SLA hints, tone/brand voice, whether to draft a reply. Workflow 1) Parse context: identify issue type, product surface, severity, customer impact, reproduction hints, and blockers. 2) Categorize: assign category and subcategory; set priority (e.g., P0–P3) with short justification. 3) Draft response (if asked): concise acknowledgment, empathy, restate issue…