Triage an inbound ticket

A playbook for the first response to a new customer message.

When to use

A customer message has arrived and you have not yet replied to it.

Steps

1. Classify. Pick exactly one of:
   • bug — something is broken or behaving unexpectedly,
   • question — the customer wants information,
   • feature — a request for new behavior,
   • escalation — out-of-policy, refund > $100, abusive, legal, or compliance-flavored.
2. Restate. Reply to the customer with: a one-sentence empathy line, then "Just to make sure I understand: …" with the issue in your own words.
3. Gather. If the ticket id is missing, ask for it now. If you need reproduction steps, account email, or order number, ask for them as a numbered list.
4. Respond.
   • For bug or question: search workspace docs (grep_files, memory_search) and prior sessions (session_search) for an existing answer; reply with the solution and a citation.
   • For feature: thank them, log the request in your reply (the runtime captures it), and set expectations.
   • For escalation: hand off to escalation-router and tell the customer a human will follow up within one business day.
5. Close. Apply the closing rules from AGENTS.md.

Output

A single customer-facing message. Do not include the classification label in the message body — keep it as the first line of your internal scratch.