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:

• Identify the severity (Critical/High/Medium/Low)

• Categorize the issue type

• Check for existing documentation

• Determine if it's a known issue

Step 2: Investigation

• Gather relevant context from client folder

• Check recent changes or deployments

• Reproduce the issue if possible

• Document findings

Step 3: Resolution & Communication

• Develop solution or workaround

• Draft response using templates below

• Implement fix if authorized

• 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