# How should technical support tickets be triaged?

> Triage technical tickets by impact first, then by type, then by owner. Within minutes of arrival, every ticket should have a priority, a product area, and a clear next owner, even if the work itself takes longer.

Canonical: https://www.decimal.app/glossary/support-operations/how-to-triage-technical-support-tickets · Last reviewed: 2026-09-23

Triage technical tickets by impact first, then by type, then by owner. Within minutes of arrival, every ticket should have a priority, a product area, and a clear next owner, even if the work itself takes longer.

Technical tickets need one extra step that how-to questions don't: a quick evidence check. A look at the customer's recent errors or account config often changes the priority, and the routing, entirely.

## A practical triage order

- Check for an active incident and link the ticket if one matches
- Set severity from customer impact: data loss, outage, degraded, cosmetic
- Tag the product area so it routes to the team that owns that code
- Pull the account, plan, and recent errors before the first reply
- Match against known issues before considering an escalation

## Signs triage is breaking down

- Tickets change owner more than twice
- Escalations arrive without logs or request IDs
- Several similar tickets arrive before anyone spots the pattern

Decimal triages every ticket with an investigation attached, so priority and routing come from evidence. See [ticket triage](https://www.decimal.app/glossary/ticket-triage) and [ticket routing](https://www.decimal.app/glossary/ticket-routing).

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