Manage customer tickets

Triage the customer tickets in the queue: prioritize P1s from paying customers, assign technical bugs to Lina in Engineering and billing issues to Priya in Finance, add a one-line summary and expected SLA to each ticket, and close any resolved duplicates before Monday. Notify customers within two hours of triage.

Before I start mass-closing tickets, make the queue manageable: surface tickets older than three days and repeat issues, group duplicates automatically, show customer tier and last contact at the top of each ticket, and flag tickets that need engineering input so I don’t accidentally promise fixes I can’t deliver.

I have one ticket from Acme Corp saying a disabled feature is mission-critical and another from the same account marked low urgency. The account owner is Raj and the renewal is next quarter. I can’t tell whether this is one problem with different users or unrelated. Should I merge, escalate as P1, or triage separately while I confirm? What’s the least risky choice for retention?

Every outage we tweak the ticket form, add tags, and change priorities. Over time the ticket queue gets inconsistent and engineers miss critical issues. What process and few-field standard should I lock in so triage is fast, priorities are consistent, and the team stops wasting time on form changes during incidents?