The Ticket Spike Triage
Run support triage during a volume spike
run support triage during a volume spikesaastool-agnosticoperationssupportincidentcxtriagebeginner
Entry PT-0170 · full textReceived
Support volume just spiked: [WHAT HAPPENED - OUTAGE, LAUNCH, BUG, VIRAL POST, CURRENT TICKET COUNT VS NORMAL, TEAM SIZE]. Triage the next four hours: the triage order (what gets answered first and what waits), the one status-page or pinned message that deflects the repeat tickets, the macro we need drafted right now, who stops doing what to cover the queue, and the all-clear criteria. Then the 24-hour follow-up: what we owe affected customers after it is fixed.
Inputs needed
- #Cause, ticket volume vs normal, team size
The receipts
What good output looks like
Triage order explicit; deflection message drafted; macro written in the moment; all-clear criteria named; after-care included, not forgotten
The stream
Reading the room…