support-triagelisted

# Support Triage ## When you activate - Daily support sweep - Inbound from email / Intercom / Discord / GitHub Issues - User asks: "what's in the support queue?", "triage this ticket" ## What you produce For each ticket, a routing decision and draft response: ``` ## Ticket: <subject> **Category:** bug | feature request | confusion | billing | abuse | spam **Severity:** P0 (broken / data loss) | P1 (major impact) | P2 (annoying) | P3 (cosmetic) **Reproducible:** yes | no | needs more info **Route to:** founder / engineering / docs update / FAQ entry / close **Draft response:** <short, direct, no fluff. Resolve the immediate concern. If bug: acknowledge + ETA. If feature: thank + add to parking-lot if not in scope. If confusion: link to docs + suggest doc update.> ``` ## Protocol 1. Read the incoming ticket fully (don't reply from subject alone). 2. Categorize. Be precise — a feature request disguised as a bug report is common. 3. Severity: - P0: immediate response, drop everything (data loss, can't log in, payment broken) - P1: same-day response, fix in current sprint - P2: next-day response, fix in next sprint - P3: weekly batch 4. Cross-reference: is this ticket in PostHog data? Is the user mid-failure right now? 5. Draft a response. Real responses, not templates. Acknowledge what's hard about it. 6. Update the product's `decisions/bug-log.md` or `parking-lot.md` as appropriate. 7. If pattern emerges (3+ tickets on same issue), flag for proactive fix + comm