support-ticket-triage
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English🇨🇳
Translation
ChineseSupport Ticket Triage
支持工单分类处理
Standardize how to classify and respond to incoming tickets.
标准化客户工单的分类与回复流程。
Inputs to gather
需要收集的输入
- Ticket text (include attachments/links), product area, customer plan/tier if known.
- Desired outputs: category taxonomy, priority levels, SLA hints, tone/brand voice, whether to draft a reply.
- 工单文本（包含附件/链接）、产品领域、已知的客户套餐/等级。
- 期望输出：分类体系、优先级等级、SLA提示、语气/品牌话术、是否需要草拟回复。
Workflow
工作流程
- Parse context: identify issue type, product surface, severity, customer impact, reproduction hints, and blockers.
- Categorize: assign category and subcategory; set priority (e.g., P0–P3) with short justification.
- Draft response (if asked): concise acknowledgment, empathy, restate issue, next steps, and ask for missing info; include reproduction checklist when uncertain.
- Internal notes: suspected root cause, logs to pull, teams to loop, and tracking IDs to create/attach.
- Output: tabular or bullet summary with ,
Category,Priority,Summary,Proposed Fix/Next Steps.Reply Draft
- 解析上下文：识别问题类型、产品模块、严重程度、客户影响、复现提示以及阻塞点。
- 分类：分配类别和子类别；设置优先级（如P0–P3）并附上简短理由。
- 草拟回复（如有需求）：简洁的确认信息、共情表述、重述问题、后续步骤，并询问缺失信息；若不确定问题，需包含复现检查清单。
- 内部备注：疑似根本原因、需要提取的日志、需要联动的团队，以及需创建/关联的跟踪ID。
- 输出：以表格或项目符号形式呈现的摘要，包含、
Category、Priority、Summary、Proposed Fix/Next Steps。Reply Draft
Quality checks
质量检查
- Avoid promises; give ranges not exact ETAs unless provided.
- Mask PII if copying to public channels.
- If signal is weak, present 2–3 likely categories and what evidence would disambiguate.
- 避免做出承诺；除非有明确依据，否则给出时间范围而非确切的预计完成时间（ETA）。
- 若需复制到公开渠道，需屏蔽个人身份信息（PII）。
- 若信息不足，列出2-3个可能的类别，并说明需要哪些证据来明确区分。