Ticket Triage
What it is
Triage is the first pass on a ticket: understanding what it is, setting priorityPriorityHow soon a ticket should be worked, relative to everything else. and severity, tagging it, and deciding who should handle it.
Why it matters
Fast, accurate triage keeps urgent issues from waiting behind routine ones and sends technical tickets to people who can solve them.
Best practices
- Triage within minutes – Even if the work takes longer.
- Use a consistent tag set – So reporting is reliable.
- Spot clusters – Several similar tickets at once usually means an incidentIncidentAn unplanned disruption or degradation of a service that needs an urgent response..
How Decimal helps
Decimal triages each ticket with an investigation attached, so priority and ownership are based on evidence.