An incomplete ticket should receive a focused request for the missing detail, not an invented diagnosis. Ask for the affected feature, error text, time and region, steps attempted, and impact on users—only the fields needed to choose a route. Do not request passwords, recovery codes, or full private logs.
While waiting, assign a provisional priority based on confirmed impact. If the report suggests a security incident or widespread outage, escalate despite missing details; uncertainty is not a reason to bury a potentially serious case. Mark the ticket as awaiting input, name who will follow up, and preserve the original submission time. Update the priority when new evidence arrives.
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