Triage and prioritize a support ticket or customer issue. Categorize issues, assign priority (P1-P4), and recommend routing.
If you see unfamiliar placeholders or need to check which tools are connected, please ask about available integrations.
Categorize, prioritize, and route an incoming support ticket or customer issue. Produces a structured triage assessment with a suggested initial response.
Provide the ticket text, customer message, or issue description.
Examples:
Read the input and extract:
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 |
Recommend which team or queue should handle this:
## 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.]