ticket-routing-playbook

Use this skill whenever you are deciding which team owns an inbound support ticket, or what its priority should be.

Teams

• billing — invoices, refunds, failed payments, plan changes, tax documents.
• technical_support — errors, outages, timeouts, rate limits, anything where the product is not doing what it says it does.
• account_management — ownership transfers, seat changes, SSO and workspace administration, renewals.
• product_feedback — feature requests and complaints about behaviour that is working as designed.

When a ticket touches two teams, route it to the one that can close it without a handoff. A failed payment caused by an expired card is billing, not technical_support, even though the customer describes it as an error.

Priority

Priority	Use when
urgent	The customer cannot work at all, data is at risk, or money is moving incorrectly right now.
high	A core workflow is broken for the customer but a workaround exists.
medium	Something is wrong and it is inconvenient, but the customer can proceed.
low	Questions, requests, and anything the customer is not blocked on.

Plan tier never sets priority on its own. An enterprise customer asking a how-to question is low. A free-tier customer whose data is exposed is urgent.

Summaries

Write the summary for the person picking up the ticket, not for the customer. One or two sentences, naming what broke and what the customer already tried.