Triage & Ticket Categorization
1. Introduction (For Clients & Partners)
Once you submit a bug or feature request, our Triage & Ticket Categorization process is the first step toward ensuring it gets the right level of attention. We examine the ticket’s details, decide which category it falls under (e.g., critical bug, feature enhancement, non-critical bug), and determine how to prioritize it in our backlog.
This page explains who is involved, how triage works, and what outcomes you can expect.
2. Who Is Involved
| Role | Involvement | Benefit to You |
|---|---|---|
| Support Team | Receives new tickets, performs initial classification (bug vs. feature, critical vs. non-critical). | Ensures your ticket is recorded accurately and moved to the right backlog. |
| Product Owner | Confirms priority and alignment with the roadmap for features. | If it’s a feature, they decide if/when it fits into upcoming sprints. |
| Dev Team | Provides technical insights for bug severity or feature feasibility. | Ensures triage decisions are based on accurate technical assessments. |
| QA Engineer | (For bugs) assesses reproduction steps and verifies criticality. | Helps confirm the issue’s impact level and ensures clarity in test cases. |
| You (Client/Partner) | Submits tickets with clear details (impact, urgency, desired outcome). | Helps the team make precise, fact-based categorization decisions. |
3. Process Flow / Schema
Here’s a simplified view of how tickets get triaged and categorized. Notice the double quotes in the Mermaid diagram:
Key Steps
- Ticket Submitted: You send a bug report or feature request through email or chatbot.
- Support Team Intake: They confirm basic info (title, description, environment details).
- Classification:
- Bug → Goes through “impact & severity” assessment.
- Feature → Assessed for feasibility and priority.
- Severity/Priority: For bugs, we decide critical vs. non-critical; for features, we align with the roadmap.
- Outcome:
- Critical bug → Immediate hotfix path.
- Non-critical bug → Scheduled for an upcoming sprint (bugfix path).
- Feature → Added to backlog; Product Owner decides the timeframe.
- Tracking: The categorized ticket is now visible in our system, with clear next steps.
4. Short FAQ
Q1: How does the team decide if it’s a bug or a feature?
A1: We look at the ticket’s description. If it’s describing a malfunction or unintended behavior, it’s a bug. If it’s a request for new capabilities or enhancements, it’s a feature.
Q2: What if I accidentally submit a bug as a feature (or vice versa)?
A2: Our Support Team will reclassify it during triage. You’ll be notified of any change in the ticket category.
Q3: How quickly do you handle critical bugs?
A3: Critical issues (i.e., major functionality blocked) receive priority. We aim to hotfix them within the current sprint or as soon as possible.
Q4: Can I influence the categorization or severity?
A4: You can specify the impact on your operations (e.g., “severe downtime” or “minor inconvenience”), which helps us gauge severity accurately.
5. Next Steps & Additional Resources
- Report an Issue – Learn how to submit bug tickets and the path to resolution.
- Feature Submission – If your request is an enhancement, see how we handle new ideas.
- Quarterly & Annual Roadmaps – Once tickets are categorized, they may appear in our upcoming sprint or long-term roadmap.
- Need More Info? – Ask our chatbot or email us at
contact+support@aismarttalk.tech.
By following Triage & Ticket Categorization, we ensure every submission is reviewed promptly, labeled correctly, and mapped to the right workflow (hotfix, bugfix, or feature backlog). This allows us to address your needs effectively and keep you informed.