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

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