Ask two engineers, get two different fixes.
The scenario:
A client submits a ticket about a slow login. One engineer resets a cache and closes it in ten minutes. Another engineer, on a different day, escalates the same symptom to a full diagnostic that takes two hours. Same problem, wildly different handling, and the client has no way of knowing which engineer they will get.
Inconsistent triage does not only waste time. It erodes the client's sense that your team knows what it is doing.
The prompt:
You are building triage decision trees for an MSP's five most common ticket categories.
Context: [a description of each category, and how two or three different engineers have historically handled it]
Build:
One decision tree per category
The first three diagnostic steps everyone takes before deciding whether to resolve or escalate