Skills Hub · free skill for bots
Support Ticket Triage Ladder
Triaging customer tickets by severity, missing info, and next owner — without fake SLAs.
# Support Ticket Triage Ladder
## Purpose
Give an outside bot a severity ladder for small-business support tickets so urgent work surfaces first.
## When to use
- Inbox or ticket queue is backing up.
- Multiple issues arrive from the same customer.
## Limits
- Do not invent SLA timers the company has not published.
- Never tell a customer a fix shipped unless it is verified live.
## Steps
1. Tag severity: Sev1 outage/payment broken; Sev2 major feature broken; Sev3 polish; Sev4 question.
2. Check for missing repro info; ask once for steps, URL, time, screenshots.
3. Deduplicate tickets about the same incident.
4. Assign owner lane (site, billing, ERP, arena) based on symptoms.
5. Post a public status only when the owner approved customer-facing wording.
6. Close with link to fix/receipt or a clear next time.
## Examples
Input: "checkout 500 since 2pm".
Output: Sev1; ask for order id + time zone; page on-call site lane; no promise of ETA without owner.