SUPPORT TICKET TRIAGE CHECKLIST

INTAKE
Ticket or case:
Triage owner:
Triage time:
Customer update owner:
Next customer update due:

SAFETY AND INCIDENT BOUNDARY
[ ] This does not require the organization’s security, privacy, safety, outage, or emergency procedure.
Required specialist route, if any:
Immediate containment or communication already completed:

OBSERVED IMPACT
Who or what is affected:
Task the person is trying to complete:
Observed result:
Expected result:
What still works:
Confirmed scope:
Possible scope (not verified):
Workaround and its limits:

URGENCY AND PRIORITY INPUTS
Time-sensitive event or deadline:
Risk of waiting:
Customer or business impact:
Team-defined priority:
Reason for that priority:

EVIDENCE
Known facts:
Unknowns that change the next action:
Exact error text:
Environment, role, version, and attempt time:
Reproduction steps:
Screenshot, recording, written context, or logs needed:
Sensitive details excluded or access restricted:

ROUTING DECISION
Issue type: How-to / Access or configuration / Suspected defect / Incident or specialist route / Other
Next action:
Assigned owner or queue:
Why this owner can take the next action:
Escalation trigger, if not resolved:

CUSTOMER UPDATE
What we know:
What we are doing next:
What we need from the customer, if anything:
When they will hear from us again:

HANDOFF CONFIRMATION
Receiving owner accepted at:
Open questions:
Helpdesk ticket remains the system of record: Yes / No

OUTCOME
Resolution or decision:
Customer update sent at:
Reusable answer or product follow-up:
Follow-up owner and date: