Support Ticket Triage SOP

1. Read the full ticket and any attachments
2. Check for duplicates

   Merge tickets from the same person about the same issue.

3. Set the category

   Billing, technical, account access, feature request, etc.

4. Set the priority

   Urgent = many users or revenue blocked; High = one user fully blocked; Normal = workaround exists; Low = question or request.

5. Assign to the right queue or person
6. Send the first response

   Acknowledge, set expectations, and link a guide if one already answers it.

7. Tag for reporting

   Tags show which problems need a better guide or product fix.

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