Separate customer impact from ticket-state freshness

Rank active workflow blockage, data loss, cross-entity misassociation, and deadline windows before using ticket status as a priority signal. Then verify authoritative implementation and deployment state before treating an unresolved support record as unfinished engineering.

Read the full conversation, deduplicate customer conversations from structured engineering follow-ups, and classify each record as active incident, scoped product gap, awaiting clarification, delivered-but-unreconciled, or intake noise. Keep direct evidence separate from impact inference. Support-state review does not replace live production verification.