title = "Ticket Triage and Priority Assignment"

content = """
Ticket triage ensures that support requests receive attention in the order of business
impact. At Ganges Valley Tech, every incoming ticket is assessed for urgency and
complexity before routing. Priority levels determine response and resolution targets.

**Priority Levels:** P1 (Critical) — system down or data loss; P2 (High) — major
feature blocked; P3 (Medium) — workaround available; P4 (Low) — minor or enhancement.
Assign based on user impact and contract terms, not user insistence alone.

**Category Assignment:** Tag tickets with the correct category: Authentication,
Connectivity, Configuration, Billing, Bug Report, or General Inquiry. Categories
enable routing to specialized queues and accurate reporting.

**Ownership:** Assign to the appropriate L1 agent or queue based on product, client
tier, and language. Unassigned tickets must be picked up within the first response SLA.
"""  # noqa: E501

version = "0.0.1"
