Support triage automation template
Use this template to design an AI support triage workflow that routes requests quickly without losing human control over sensitive cases.
Fill in these sections before implementation
Section 01
Request sources
List every place support requests enter the business.
Fields to fill
Section 02
Classification rules
Define issue types and urgency signals before automation routes tickets.
Fields to fill
Section 03
Response and routing
Decide what AI can answer, draft, summarize, or route.
Fields to fill
Section 04
Escalation and metrics
Protect customer trust by defining escalation paths and measurement.
Fields to fill
Confirm before you hand this to a builder
Questions this template answers
How can AI automate support triage?
AI can read inbound requests, classify issue type and urgency, summarize context, draft approved answers, update helpdesk fields, route owners, and escalate risky cases.
What support tickets should AI escalate?
AI should escalate angry customers, refund disputes, legal or medical topics, high-value accounts, low-confidence classifications, security issues, and unusual requests.