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

Parse context: identify issue type, product surface, severity, customer impact, reproduction hints, and blockers.
Categorize: assign category and subcategory; set priority (e.g., P0–P3) with short justification.
Draft response (if asked): concise acknowledgment, empathy, restate issue, next steps, and ask for missing info; include reproduction checklist when uncertain.
Internal notes: suspected root cause, logs to pull, teams to loop, and tracking IDs to create/attach.
Output: tabular or bullet summary with Category, Priority, Summary, Proposed Fix/Next Steps, Reply Draft.

Standardize how to classify and respond to incoming tickets.

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.

Parse context: identify issue type, product surface, severity, customer impact, reproduction hints, and blockers.
Categorize: assign category and subcategory; set priority (e.g., P0–P3) with short justification.
Draft response (if asked): concise acknowledgment, empathy, restate issue, next steps, and ask for missing info; include reproduction checklist when uncertain.
Internal notes: suspected root cause, logs to pull, teams to loop, and tracking IDs to create/attach.
Output: tabular or bullet summary with Category, Priority, Summary, Proposed Fix/Next Steps, Reply Draft.