Design triage rules for incoming support: categorisation, priority scoring, routing, and the auto-responses that buy time honestly.
Design ticket triage for {{team}} ({{volume}} tickets/day, channels: {{channels}}, the team: {{team_makeup}}, current mess: {{pain}}).
Build: categories (8-12 max, matching how we RESOLVE, not org chart — a category nobody routes differently is decoration), the priority score (impact × urgency with concrete anchors; plus the overrides: paying-customer-down, churn-risk flag, safety), routing rules (category+priority → queue/person, with the load-balancing reality for my team size), the first-touch auto-response that buys time honestly (received + realistic expectation + self-serve link for the top 3 categories — no 'your ticket is important to us'), and the daily triage ritual (who sweeps the queue when, the aging-ticket alarm). Include the weekly miscategorisation check — triage rules drift.
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