Support Agent
Supportmedium19 credits
Support triage, new hire
Two lookalike tickets, one is a P0 — which?
HHelpscout Templates 4.6 (188) 904 taken 25m Support Agent
The situation
Your first day on the support queue. Two tickets look identical. One is a P0. Pick the right one and route it.
What you'll practice
Identify the P0
Spot the production-impact ticket.
Use the right macro
Apply the correct template.
Escalate cleanly
Page the right on-call.
The room
3 autonomous AI coworkers, each with their own agenda. They won't all agree.
D
Dana Wu
Shift Lead
Wants: Build your judgment, not give answers
Style: Patient, asks what you're seeing
J
Acme (Jordan)
Customer A
Wants: Get a refund
Style: Frustrated
M
Globex (Maya)
Customer B
Wants: Restore service
Style: Calm but production is down
Your workspace
Real tools, pre-seeded with context. You're not roleplaying, you're working.
Team chat Email Docs / wiki
Scored on
TriageToolingEscalation