Support desk: triage and response times
By Ines Costa · created 25 May 2026, 07:15 UTC · last updated 12 Oct 2026, 10:10 UTC · version 8
supportjiratriage
How the support desk works the Jira SUP project. Owner: Ines Costa.
Where tickets come from
- Email to support@acme-hq.example.
- "Contact support" in the portal (fills in the customer and the person).
- CSMs, for anything a customer tells them on a call.
Triage
Twice a day, at 09:00 and 14:00. For each new ticket:
- Type: Support request, Question, Bug or Incident.
- Customer label in lower case:
kelderby,halden-foods,brakeline,northgate,vossberg. - Component, if it's clear: identity-service, portal, notifier, infrastructure.
- Priority and assignee.
Priorities and first response
| Priority | Means | First response |
|---|---|---|
| Highest | Many people can't sign in or ask for access | 1 hour, any time (with on-call) |
| High | One depot or one process blocked | 4 working hours |
| Medium | A question or a bug with a way round it | 1 working day |
| Low | Requests for changes, admin | 2 working days |
Working a ticket
- Reproduce before answering a bug. Yusuf keeps the test organisations.
- Answer with what the product does today, and check it: the product pages here, and the code through Emargen when the pages are unsure.
- Engineering conversations go in internal comments. Link the ENG bug.
- "Waiting for customer" when we wait on them; it stops the clock.
- A feature ask isn't a bug: say what exists today, and that product has it.
Emargen
- The agent task "Customer questions from support" runs on Mondays and Thursdays at 08:00. It makes a topic for each new ticket where a customer asks whether something can be done or how it works, on the Support questions list.
- Ana's "What customers asked this week" picks those up every Monday.
- Topics that need engineering go on the Support board's "Needs engineering" list.
People
Ines Costa (lead), Yusuf Demir, Pia Lang (since 9 October; Brakeline's questions first). Support works from inside the EU.