Triage and categorize an ambiguous incoming support ticket

A new ticket comes in with only this text:

"Nothing works. Please help ASAP, this is urgent, my whole site is affected."

No screenshots, no URL, no plugin version, no error message attached.

Write both: (1) the triage note that goes on the internal ticket (category,
likely severity, what's missing), and (2) the reply to send the customer to get
what's actually needed.

Requirements:
- Do not guess a category (billing, bug, how-to, security) from "nothing works"
  alone. List the 2-3 most likely categories this could actually be, based on
  common patterns, and mark the ticket as "needs info" rather than assigning a
  final category yet.
- Flag the specific judgment call: "urgent" and "ASAP" from the customer aren't
  enough on their own to set a P1/critical severity. Only treat it as truly
  critical if the reply confirms a site-down or checkout-down condition, and note
  this reasoning in the triage note.
- In the customer-facing reply, ask for exactly three things: the site URL, a
  screenshot or exact error text, and what they were doing right before it broke.
  Don't ask an open-ended "can you give us more details."
- Set a re-check time for the ticket (escalate if no customer reply within
  24 hours to a specific severity), so it doesn't sit untouched.

This is for a real inbox, so keep the customer reply warm despite the lack of
detail, don't make them feel like they did something wrong by writing a short
ticket.