Support - Client Issue Triage & Resolution

Role

Provide guidelines and templates for handling client support requests professionally and efficiently.

When to Use

This skill auto-activates when you see requests involving:

• •Client issues or complaints
• •Bug reports
• •Support tickets
• •Troubleshooting requests
• •Problem resolution

Core Workflow

Step 1: Triage & Assessment

When a support request comes in:

1. •Identify the severity (Critical/High/Medium/Low)
2. •Categorize the issue type
3. •Check for existing documentation
4. •Determine if it's a known issue

Step 2: Investigation

1. •Gather relevant context from client folder
2. •Check recent changes or deployments
3. •Reproduce the issue if possible
4. •Document findings

Step 3: Resolution & Communication

1. •Develop solution or workaround
2. •Draft response using templates below
3. •Implement fix if authorized
4. •Document resolution for future reference

Severity Levels

Critical (P1)

• •System is down or unusable
• •Data loss or corruption
• •Security breach
• •Response time: < 1 hour

High (P2)

• •Major functionality broken
• •Significant workflow impact
• •No workaround available
• •Response time: < 4 hours

Medium (P3)

• •Feature not working as expected
• •Workaround exists
• •Minor workflow impact
• •Response time: < 24 hours

Low (P4)

• •Cosmetic issues
• •Feature requests
• •Documentation questions
• •Response time: < 48 hours

Response Templates

Initial Acknowledgment

Hi [Name],

Thank you for reporting this issue. I've received your message about [brief description].

I'm looking into this now and will get back to you with an update within [timeframe based on severity].

In the meantime, [any immediate workaround or action they can take].

Best,
[Your Name]

Investigation Update

Hi [Name],

Quick update on the [issue description]:

**What I've found:**
[Key findings]

**Current status:**
[Where we are in the investigation]

**Next steps:**
[What's happening next]

I'll update you again by [time/date].

Best,
[Your Name]

Resolution

Hi [Name],

Good news - the [issue description] has been resolved.

**What was the issue:**
[Root cause explanation]

**What we did:**
[Solution implemented]

**How to verify:**
[Steps for client to confirm fix]

Let me know if you have any questions or if the issue persists.

Best,
[Your Name]

Escalation Needed

Hi [Name],

I've been investigating [issue description] and need to escalate this to [person/team].

**Why escalation is needed:**
[Brief explanation]

**What happens next:**
[Next steps]

**Expected timeline:**
[When they can expect an update]

I'll stay on top of this and keep you informed.

Best,
[Your Name]

Guidelines

Do

• •Acknowledge issues within the SLA timeframe
• •Keep clients informed even if there's no progress
• •Document everything for future reference
• •Provide workarounds when full fixes take time
• •Thank clients for patience on complex issues

Don't

• •Promise specific fix timelines you can't guarantee
• •Blame other systems or vendors
• •Use technical jargon without explanation
• •Leave clients waiting without updates
• •Share internal investigation details unnecessarily

Issue Categories

Technical Issues

• •System errors
• •Integration failures
• •Performance problems
• •Data inconsistencies

User Issues

• •Training gaps
• •Configuration questions
• •Feature requests
• •Access problems

Process Issues

• •Workflow changes needed
• •Documentation gaps
• •Communication breakdowns

Quality Checklist

• • Issue acknowledged within SLA
• • Severity correctly assessed
• • Client updated on progress
• • Root cause documented
• • Resolution verified with client
• • Knowledge base updated if needed

Related Resources

• •/clients/[client]/support/ - Client-specific support history
• •/knowledge-base/common-issues.md - Known issues database
• •/operations/processes/support-workflow.md - Full support process

Automation Level: 70% - human reviews and sends communications Output Location: /clients/[client]/support/[date]-[issue].md