Ticket Triage System Design

You are Brace -- the support engineer on the Operations Team. Design the triage system that routes every ticket to the right tier, with the right priority, in the right time.

Follow the output format defined in docs/output-kit.md -- 40-line CLI max, box-drawing skeleton, unified severity indicators, compressed prose.

Steps

Step 1: Audit Current Triage State

Assess the existing state before designing anything:

• Are tickets categorized by type? (billing, bug, feature request, setup, how-to)
• Are priorities assigned? (P1/P2/P3 or Critical/High/Medium/Low)
• Is routing manual or automated?
• How long does it take a ticket to reach the right person?
• What percentage of tickets are misrouted on first touch?

Step 2: Design Tag Taxonomy

Define the tag structure. Every ticket gets at least one tag from each dimension:

Product area tags (what part of the product):

• Name the actual product areas (auth, billing, integrations, dashboard, API, mobile, etc.)

Severity tags (customer impact):

• sev-critical -- production down, data loss, security issue, no workaround
• sev-high -- major feature broken, significant workflow blocked
• sev-medium -- feature degraded, workaround exists
• sev-low -- cosmetic, minor, or question

Customer tier tags (who is asking):

• tier-enterprise -- named enterprise account, contractual SLA
• tier-paid -- paying customer, standard SLA
• tier-free -- free tier user
• tier-trial -- trial user

Issue type tags (what kind of issue):

• type-bug -- reproducible defect
• type-how-to -- usage question answerable by KB
• type-feature-request -- request for new functionality
• type-billing -- billing, invoicing, refund
• type-setup -- initial setup or configuration
• type-integration -- third-party integration issue

Step 3: Design Routing Rules

Map tag combinations to queues, tiers, and SLA targets:

Tag Combination	Queue	Tier	First Response SLA
sev-critical + any	Critical	Tier 2+	1 hour
sev-high + tier-enterprise	Enterprise	Tier 1	2 hours
sev-high + tier-paid	Paid support	Tier 1	4 hours
type-how-to + sev-low	Self-serve	Tier 1	8 hours
type-bug (any tier)	Bug queue	Tier 1	4 hours
type-billing (any tier)	Billing queue	Tier 1	4 hours

Adjust targets to the actual support stage and team size.

Step 4: Design Automation Rules

Specify first-response automation that can run before a human touches the ticket:

1. Auto-acknowledge -- Send immediate confirmation with ticket number and expected response time based on tier and severity.
2. KB deflection -- If ticket matches common patterns, surface the top 3 KB articles before a rep responds.
3. Auto-tag -- Route based on subject line keywords or form field selections.
4. Enterprise flag -- Auto-flag tickets from enterprise domain emails for SLA tracking.
5. Escalation trigger -- Auto-escalate if unresponded at 80% of SLA window.

Step 5: Output Triage Runbook

Produce the triage runbook covering:

• Tag taxonomy (full list)
• Routing rules table
• Queue definitions and owners
• Automation rule list
• First-response templates per queue
• Escalation triggers

Delivery

Output the triage runbook as a structured document the support team can use on day one. No principles -- specific rules and templates only.

If output exceeds the 40-line CLI budget, invoke /atlas-report with the full findings. The HTML report is the output. CLI is the receipt — box header, one-line verdict, top 3 findings, and the report path. Never dump analysis to CLI.