Support Ticket Triage
Sort a batch of support tickets by issue, urgency, customer impact and the team that should take them, flagging missing data and safety cases.
- customer-support
- service
- operations
- intermediate
The prompt
Triage this batch of support tickets so each one goes to the right team at the right priority, and nothing urgent waits in the queue. Use this: - The tickets, with personal data removed: TICKETS - Our priority levels and what each means: PRIORITY DEFINITIONS - Our teams or queues and what each handles: TEAMS AND QUEUES - Anything happening right now, such as a known outage or a launch: CURRENT INCIDENTS (optional) Write: 1. A table, one row per ticket, most urgent first: ticket ID, issue category, priority, team, a one-line reason, and what's missing before anyone can act. 2. Urgent now: tickets involving safety, security, exposed data, legal threats or a customer who can't use the product at all, each with the reason. 3. Patterns: tickets that look like the same underlying problem, grouped, noting any that match CURRENT INCIDENTS. 4. Questions to send back to customers whose tickets lack the details needed to start. Rules: - Use only the levels in PRIORITY DEFINITIONS; don't invent new ones. - Judge priority by the impact on the customer, not by how angry the message sounds. - If a ticket could fit two teams, pick one and say why; don't split it.
Fill in the blanks
Type your details to see them in the prompt above, then copy it. What you type stays in this tab: it isn't saved or sent anywhere.
Example
- TICKETS
- 25 tickets from the overnight email queue, IDs 9101-9125
- PRIORITY DEFINITIONS
- P1 service down or security issue; P2 key feature broken, no workaround; P3 broken with a workaround; P4 question or request
- TEAMS AND QUEUES
- Billing, Technical support, Account security, Product feedback
- CURRENT INCIDENTS
- Login errors for some EU users since 06:00, engineering investigating
How to use it
- Fill in the blanks above, or paste the prompt into your AI chat and replace the words in capitals there. How blanks work
- Save it to your library to use it again. Your copy keeps the blanks, so next time you only fill them in.
- Use it where you chat. With the Save My Prompts extension, pick the prompt inside ChatGPT, Claude or Gemini and fill the blanks there.
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