Template
Support ticket triage AI template
A practical AI template for classifying support tickets, choosing a next action, and finding repeated product issues.
What it handles
This workflow reads incoming support tickets and adds a triage layer: urgency, product area, account impact, likely owner, and recommended reply. It is most useful when the support queue has repeated patterns.
Triage labels
Keep the label set short. Too many labels make the system harder to review and reduce trust. Start with five to seven product areas and three urgency levels.
- Urgent: customer blocked, payment issue, security concern, or major outage
- Normal: clear issue with known workaround or owner
- Low: product question, feedback, or documentation request
Quality control
Do not auto-send replies until the false-positive rate is low. Let the system draft, classify, and suggest. A person should approve outbound messages until the queue has enough history to evaluate safely.
