Support Ticket Triage
Incoming tickets get classified, prioritized, and assigned before a human ever opens the queue.
What this recipe does
- Classify issue type and urgency from the description
- Set priority and SLA based on severity
- Route to the right team or specialist queue
- Draft a first response acknowledging the issue
How Support Ticket Triage works, step by step
Attach this recipe to any form and every new submission runs through these steps automatically — no prompts to write, no workflow to maintain.
Classify the issue
The agent reads the ticket description and classifies it by issue type — billing, bug report, feature request, account access — and detects urgency signals like "down", "blocked", or "can't access".
Set priority and SLA
Based on the classification and urgency signals, the agent assigns a priority level (P1–P4) and starts the right SLA clock, so high-severity issues never sit unnoticed in a general queue.
Route to the right queue
The ticket is routed to the specialist team or individual best equipped to handle it — billing issues to finance, bugs to engineering, access issues to IT — without anyone manually reading and forwarding it first.
Draft a first response
A first response acknowledging the issue, summarizing what was understood, and setting expectations on next steps is drafted automatically — so customers hear back in seconds, not hours.
See it in action
One submission to a form with this recipe attached — here's what happens before a human even sees it.
Name
Short text
Issue Type
Multiple choice
Describe the issue
Long text
Attachments
File upload
Who Support Ticket Triage is for
Support teams handling high ticket volume with limited staff
SaaS companies that need consistent SLA enforcement
Agencies managing support inboxes for multiple clients
Frequently Asked Questions
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