mirror of
https://github.com/pewdiepie-archdaemon/odysseus.git
synced 2026-11-05 20:52:22 +01:00
40 lines
2.0 KiB
Markdown
40 lines
2.0 KiB
Markdown
---
|
|
name: support-triage-and-routing
|
|
description: "Prioritize support requests, identify owners, route internally, and prepare safe customer drafts"
|
|
version: 1.0.0
|
|
category: communication
|
|
tags: [support, triage, urgency, routing, drafts]
|
|
status: published
|
|
confidence: 1.0
|
|
source: builtin
|
|
created: "2026-08-30T00:00:00Z"
|
|
---
|
|
|
|
## When to Use
|
|
|
|
Use when reviewing a support backlog, identifying urgent incidents, assigning internal ownership, or drafting customer responses.
|
|
|
|
Do not use when the request is merely to summarize an unrelated inbox or when sender identity cannot be established safely.
|
|
|
|
## Procedure
|
|
|
|
1. Read each in-scope request in full and retain its stable message or ticket identifier.
|
|
2. Resolve whether the sender is internal or external and identify the responsible internal team from available contacts and service ownership data.
|
|
3. Classify urgency from impact and time sensitivity: critical for outage, data loss, security exposure, or imminent contractual breach; high for a blocked user without a workaround; medium for degraded service with a workaround; low for non-blocking inquiries.
|
|
4. Record a concise problem statement, evidence, affected scope, workaround, owner, next action, and response deadline.
|
|
5. Route internally only when the user has authorized operational messaging; prepare external responses as reviewable drafts by default.
|
|
6. Re-read created assignments or drafts and produce an escalation summary grouped by urgency.
|
|
|
|
## Pitfalls
|
|
|
|
- Do not infer severity from emotional language alone.
|
|
- Do not expose one customer's data in another customer's response.
|
|
- Do not send externally when the task calls for triage or drafting.
|
|
- Do not mark an issue routed without a stable owner or observable routing result.
|
|
|
|
## Verification
|
|
|
|
- Every issue has a stable source identifier, urgency rationale, owner, and next action.
|
|
- Critical and high items have explicit response targets and escalation state.
|
|
- External communication is a draft unless the user explicitly authorized sending.
|