Add support ticket section

runbooks/source/how-we-work.html.md.erb

@@ -1,7 +1,7 @@
 ---
 title: How We Work
 weight: 10
-last_reviewed_on: 2024-05-28
+last_reviewed_on: 2024-06-06
 review_in: 3 months
 ---
 
@@ -86,7 +86,7 @@ We have a support squad to manage the support requests and alerts that come in.
 
 - Acknowledging and invoking the team to high-priority alerts in the `#high-priority-alarms` slack channel during support hours
 - The 🔨 Hammer of Justice
-    - Responding to queries in the `#ask-cloud-platform` slack channel
+    - Ensuring queries in the `#ask-cloud-platform` slack channel are answered
     - Reviewing PRs raised by users of the Cloud Platform against the [environments repository]
 - Acknowledging and responding to alerts in the `#lower-priority-alarms` slack channel which include
     - Alerts related to Platform - lower priority alarms which is triggered from Prometheus, AWS, and Pingdom
@@ -121,6 +121,20 @@ It **is** the Hammer's job to ensure that all queries are handled, and that PRs
 Working on tickets in the backlog when you're the Hammer is not advised. The constant context switching makes it hard to get significant work done,
 and there is also the risk that questions go unanswered and PRs get blocked waiting for review because you're head down in a problem and don't notice them.
 
+### Support Tickets
+
+Support tickets are created by users of Cloud Platform for various reasons. These can be anything from 
+- a request for help with a technical problem, 
+- a request for a new feature or service
+- setting up Alertmanager Receiver
+- setting up pingdom integration
+
+Support tickets are triaged by support squad. If the support ticket is a quick change e.g. for setting Alertmanager receiver, the ticket is assigned to 
+a member of support team and should be finished in a day or two. If the ticket involves some investigation work, then this can be assigned to support squad member in the same sprint or discussed in 
+backlog refinement and added to the following sprint.
+
+When working on support ticket, ensure that the ticket is updated with the progress and the user is informed.
+
 ## Documentation
 
 Most of our user-facing documentation is in the [user guide], and documentation for the team is in the [runbooks] site.