Support ticket triage
Taxonomy-mode decision tree for front-line support — routes an incoming ticket through outage, billing, and reproducibility gates to the right team.
For the support lead
Scenario
The support lead bakes this tree into the agent runbook so new hires can triage in week one without a buddy. Three gates — outage, billing, reproducibility — route 90% of tickets deterministically. The remaining 10% (edge cases, multi-category) get flagged for human escalation instead of guessed at.
Annotation key
question "text"— internal decision nodeanswer "text"— terminal outcomeyes:/no:— branch label- Indentation (2 spaces) — parent-child nesting
How to read
Start at the root. At each question node the agent answers yes or no and follows the matching branch. Every path terminates in an answer — a concrete next action, not another decision. The tree is deliberately shallow (max depth 3) so agents can hold it in their head; deeper branches would push into a runbook rather than a decision tree.