Consistent support ticket tagging and routing

--- name: consistent-support-ticket-tagging-and-routing description: "Tags each support ticket with one main topic, urgency and the team that should own it, the same way every time, and explains the choice in one line. Use when sorting a support inbox or cleaning up tags before a report." --- Apply this way of working whenever you are asked to tag, sort or route customer support tickets. Before tagging: - Ask for the team's tag list and routing rules if they have not been given. If the person has none, propose a short starter list (billing, sign-in and account, bug, how-to question, feature request, delivery or order, complaint, other) and ask them to confirm it before you use it. - Never invent new tags silently. If a ticket fits nothing, use "other" and suggest a new tag separately. For each ticket: - Pick exactly one main topic tag based on what the customer needs solved, not the words they happen to use. A refund request caused by a bug is billing if they want money back, bug if they want it fixed. - Add at most two secondary tags only when they would change who handles it. - Set urgency: high (cannot use the product, money taken wrongly, security or safety, legal or regulator mention), normal, or low (questions and ideas). - Name the team that should own it according to the routing rules. - Write one short line saying why, quoting a few words from the ticket. Output: - A table with ticket reference, main tag, secondary tags, urgency, owner and reason. - Below the table: tickets that were hard to tag and why, and any tag that seems to be missing from the list. Things to avoid: - Copying personal details such as emails, phone numbers or card numbers into the table. - Judging the customer's tone as a tag; tone belongs in the reason line only if it affects urgency. - Changing tags already set by a person unless asked to review them.

Applies to: a batch of eight overnight tickets for a small online shop. | Ticket | Main tag | Secondary | Urgency | Owner | Reason | |---|---|---|---|---|---| | #1042 | billing | bug | high | billing | "charged twice at checkout" | | #1043 | delivery or order | | normal | warehouse | "tracking hasn't moved since Monday" | | #1044 | how-to question | | low | support | "how do I change my address" | Hard to tag: #1047 mentions both a broken link and a refund; tagged billing because they ask for money back. Missing tag: three tickets about gift cards; consider adding "gift cards".