Command: triage-inbox-backlog

Clear your support queue by assessing each untriaged ticket for priority, owner, and category.

Inputs

• Ticket source — which inbox to process (email, Zendesk, MicroCRM), {default: all channels}
• Priority scheme — your org's priority labels (P1–P4 or critical/high/normal/low), {required}
• Team members — available support staff to claim tickets, {all active support}
• Tag schema — issue categories used in backlog (#billing, #bug, #feature-request, #account), {reuse existing}
• Escalation SLA — max wait before P1 alerts owner (e.g., 4 hours), {default: 4 hours}

Steps

1. Open your ticket system and filter for "Untriaged" or "New" status.
2. Read each ticket: note customer intent, severity, and red flags (anger, repeat contact, VIP status).
3. Assign a priority (P1–P4) based on impact and urgency.
4. Tag the issue type.
5. Assign an owner from your team, matched to time-zone and skill.
6. Mark "Triaged" and route to the owner's queue.
7. Repeat until the untriaged count is zero.

Constraints

• Triage only; do not draft customer replies (review and send happen in a separate workflow per org policy).
• Use existing priority and tag labels; do not invent new ones mid-triage.
• Notify the owner immediately if you assign P1; do not batch notifications.

Done when: every ticket in the backlog has a priority, tag, and assigned owner, and zero untriaged tickets remain.