Build a Support Ticket Triage System

Design a support ticket triage system for [COMPANY/PRODUCT TYPE].

Context:
- Volume of tickets: [APPROX PER DAY OR WEEK]
- Team size: [NUMBER OF SUPPORT AGENTS]
- Support channels: [EMAIL / CHAT / PHONE / SOCIAL / ALL]
- Current challenge: [SLOW RESPONSE / MISROUTING / INCONSISTENT PRIORITISATION / etc.]

Triage system should cover:
1. Priority levels (4-tier: P1 Critical → P4 Low) with definitions and SLA targets
2. Classification categories — types of tickets and which team handles them
3. Auto-routing rules — what triggers automatic assignment
4. Escalation criteria — when to escalate to a senior agent or manager
5. First response templates by priority level (acknowledgement emails)
6. Agent queue management — how to handle spikes
7. Metrics to track triage effectiveness (first response time, reassignment rate, SLA breach rate)