IT Support Ticket Triage Guide

Triage Process

1. Read the ticket: Understand the issue in 30 seconds
2. Classify: Hardware, Software, Access, Network, Facilities
3. Prioritise: P1-P4 based on impact and urgency
4. Assign: Route to appropriate agent or queue
5. Acknowledge: Respond within SLA first response time

Triage Tips

• Never let a ticket sit unacknowledged
• If unclear, ask clarifying questions immediately
• Auto-categorise with keywords
• Use templates for common request types