What problem does it solve? Running an MSP service desk without consistent rules leads to inconsistent ticket handling, missed response targets, silent escalations, and unreliable time data that corrupts pricing and margin decisions. This skill provides a single source of truth for how tickets are triaged, worked, escalated, and closed. ## Core Features & Use Cases - Priority Matrix and Response Targets: P1-P4 definitions based on business impact, with first-response and update cadence targets, after-hours P1-only rules, and billing multiplier references. - Security Incident Track: Step-by-step containment, identity revocation, attorney escalation, client communication, and contemporaneous documentation for ransomware, account takeover, and compromised MSP tooling scenarios. - Escalation and Ticket Hygiene: Time-based escalation triggers, no-work-without-a-ticket rules, same-day time entries, consistent categories, and closing-the-loop procedures including P1 post-incident summaries. - Use Case: A client calls reporting "everything is down." Use this skill to run the layered triage sequence (power, circuit, firewall, switch, server), assign the correct priority, set the response clock, and draft the client update via the companion comms skill. ## Quick Start Ask the assistant to triage a new support ticket and assign the correct priority with response targets using the helpdesk skill.
