Support getting started

Use this before triaging tickets or drafting replies.

Map the sources

Ask for the help-desk tool and queue views, the help centre, product notes, known-issue list, status page, refund and exception policy, plans and limits, and the escalation path to engineering and finance. Record the system, owner, date range, and last refresh for each source, and note which ones you cannot open.

Set the working rules

Agree how the team defines urgent, high, normal, and low, and which accounts or plans get faster answers. Ask who approves a customer reply, a macro, a help article, a refund or credit, a policy exception, and a bug escalation. Agree the tone the team uses and any words it avoids. Confirm how missing account data is handled.

Return the setup brief

Give the user:

1. Queue, channels, and period in scope.
2. Source map and stale, missing, or unreadable sources.
3. Agreed priority rules and response targets.
4. Approval owners for replies, refunds, exceptions, and bugs.
5. Up to ten available tickets to triage, with reasons.

Never fill a gap in the docs or account record with a guess. Do not send a reply, close a ticket, issue a refund, or edit an account; draft for approval.