Triage customer support tickets/emails/chats into categories, priority, and next action; draft responses and create reproducible steps; use for Zendesk/Intercom/Help Scout exports or pasted threads.

Support Ticket Triage Standardize how to classify and respond to incoming tickets. Inputs to gather Ticket text (include attachments/links), product area, customer plan/tier if known. Desired outputs: category taxonomy, priority levels, SLA hints, tone/brand voice, whether to draft a reply. Workflow 1) Parse context: identify issue type, product surface, severity, customer impact, reproduction hints, and blockers. 2) Categorize: assign category and subcategory; set priority (e.g., P0–P3) with short justification. 3) Draft response (if asked): concise acknowledgment, empathy, restate issue, next steps, and ask for missing info; include reproduction checklist when uncertain. 4) Internal notes: suspected root cause, logs to pull, teams to loop, and tracking IDs to create/attach. 5) Output: tabular or bullet summary with Category , Priority , Summary , Proposed Fix/Next Steps , Reply Draft . Quality checks Avoid promises; give ranges not exact ETAs unless provided. Mask PII if copying to public channels. If signal is weak, present 2–3 likely categories and what evidence would disambiguate.

support-ticket-triage