The Scenario
You are a junior support agent at a South African online retailer (similar to Takealot). It is Monday morning after a busy Black Friday weekend. You have a backlog of 1,000 tickets. Your team lead gives you a sample of 10 tickets and asks you to triage them.
The Brief
Review the 10 tickets. Categorise each by issue type (e.g., Delivery, Payment, Return) and assign a priority (Low, Medium, High, Urgent). Write a 1-sentence rationale for each priority assignment.
Deliverables
- A triage log for 10 simulated tickets (provided in the prompt context) showing Category, Priority, and Rationale
- Identification of the 2 tickets that require immediate escalation to a manager
- A brief explanation of your overall triage strategy
Submission Guidance
Urgent means business impact or severe customer distress (e.g., a payment went through 3 times). A late delivery is frustrating, but usually Medium or High, not Urgent. Note: Invent 10 realistic ticket scenarios to triage.
Submit Your Work
Your submission is graded against the rubric on the right. If you pass, you get a public Badge URL you can share on LinkedIn. There is no draft save, so work offline first and paste your finished response here.