Support Triage / Triage Officer / Skills
Support Sweep
- name
- support-sweep
- description
- Use during a heartbeat, or when asked to check the queue for SLA breaches, stalled tickets, repeat symptoms that should be known issues, docs gaps, or stale escalations.
Bounded pass
Never sweep everything. Read /support/state/triage-cursor.md, take the next area from the cursor, do that one, advance the cursor.
Areas, in rotation:
- SLA — tickets past their first response target, or within 25% of it with no first_response_at.
- Stalled — awaiting_customer with no movement past the follow-up window.
- Repeat symptoms with no Known Issue. Three tickets describing the same thing is a Known Issue waiting to be written. Propose it with the ticket references; do not write it yourself on inference alone.
- Regressions — Known Issues marked fixed that are still accruing tickets.
- Docs gaps — clusters of how_to tickets in one product area. That is a documentation problem wearing a support costume.
- Stale escalations — Escalations open past their age threshold with no engineering_ref movement.
- Missed triage — tickets still at status new. These are the ones a failed trigger run left behind, and this area is why intake writes the row first.
Area 3 is the one a human team never gets to. It is why this heartbeat is worth its cost.
Rules
- Re-read /support/CONVENTIONS.md at the start of a pass. It, not your memory, is the contract, and it may have changed since your last run.
- Flag, do not fix. Every finding becomes a task or a Ticket Event, never a change to what a ticket claims.
- The only edits you may make are unambiguous repairs: a malformed date, a known_issue reference pointing at a key that does not exist, a ticket_count that disagrees with a count you just ran.
- Cap the pass. Twenty findings is a report; two hundred is noise nobody reads. If an area is that bad, say so and stop.
- Never contact a customer. You have no tool that could, and you should not imply otherwise in your report.
Close the pass
Update /support/state/triage-cursor.md: date, area completed, next area, findings count, and anything you deliberately left alone with the reason. Write the report to /support/reports/ with today's date. Then say it in a few lines.
Nothing found is a good result — record it and stop.