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Support Queue Triage Rules and Priority Levels

Table output Has example

Define how incoming tickets are sorted, who takes which, and how fast.

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Design triage rules for the support queue at [COMPANY_NAME]. Channels: [CHANNELS]. Team size and hours: [TEAM_AND_HOURS]. Typical ticket types: [TICKET_TYPES]. Promises made to customers: [SERVICE_PROMISES].

Define four priority levels with plain descriptions, an example ticket for each, a first-response target and a resolution target. Write the sorting rules as if-then lines that a new agent can follow in under a minute, including what to do with tickets that mention a deadline, a safety issue, a legal threat, or a customer who has written three times.

Return the rule table, a flow for reassigning tickets between agents, an after-hours rule, and a weekly check: how many tickets were reprioritised by hand and why. State the targets as proposals for the team to agree, not as promises I have already made.

Show the rules working on five invented tickets so the team can test them. Ticket one: customer cannot log in and has a deadline today, priority high, assign to the next free agent, target first reply 30 minutes. Ticket two: question about invoice layout, priority low, target one working day. Ticket three: second contact about the same refund, priority raised one level and assigned to the agent who handled the first. Ticket four: mention of a legal complaint, priority high and escalate to the manager without further reply until reviewed. Ticket five: message that appears to be spam, close without reply and log. Add a section on bias in triage, such as responding faster to polite customers, and a monthly sample audit to check that priority levels were applied consistently. Add the metrics: share of tickets answered within target at each level, calculated as tickets answered in time divided by tickets received, with an invented example of 87 of 100. Include the wording of the three automatic replies, one for each of the lower levels, that tell customers when to expect an answer and what to do if it is urgent.

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Invented week: 100 tickets received. By priority: high 10, medium 30, low 60.
First-response targets: high 30 minutes, medium 4 hours, low 1 working day.
Answered in time: high 9 of 10 (90 percent), medium 27 of 30 (90 percent), low 51 of 60 (85 percent). Overall = (9 + 27 + 51) / 100 = 87 percent.
Reprioritised by hand: 6 tickets, 4 raised because the customer mentioned a deadline. Action: add a deadline keyword rule.
Weekly check: review the 13 tickets that missed the target and sort causes into staffing, routing and unclear priority.

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