Classify, prioritise, summarise and route every incoming ticket
Support queues fail at triage, not at answering. This workflow reads every incoming ticket, works out what it is actually about, how urgent it is and who should own it, then hands the agent a summary and a suggested reply.
The agent still sends. What changes is that they open a ticket already understood.
Cuts first-response time and stops urgent tickets sitting behind routine ones.
Every ticket categorised, prioritised, summarised and routed within seconds, with a draft reply attached.
Every step in order, colour-coded by how much of it runs without a human.
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6 steps from trigger to result.
Classify this support ticket.
Ticket:
{{ticket_body}}
Available categories: {{categories}}
Return JSON:
{
"category": "one of the above",
"urgency": "low|normal|high|critical",
"sentiment": "positive|neutral|frustrated|angry",
"language": "ISO code",
"is_churn_risk": true|false,
"one_line_summary": "what they actually need"
}
Judge urgency from the impact described, not from tone. A calm message about total data loss is critical.
Each tool records the role it plays and whether it is required.
Services this workflow connects to, and how each authenticates.
Every prompt in the workflow, in chain order. Swap the highlighted placeholders for your own values.
Classify this support ticket.
Ticket:
{{ticket_body}}
Available categories: {{categories}}
Return JSON:
{
"category": "one of the above",
"urgency": "low|normal|high|critical",
"sentiment": "positive|neutral|frustrated|angry",
"language": "ISO code",
"is_churn_risk": true|false,
"one_line_summary": "what they actually need"
}
Judge urgency from the impact described, not from tone. A calm message about total data loss is critical.
Have these ready before you start.
Turn an unstructured shared inbox into a prioritised, categorised queue.
Nothing urgent gets buriedAuto-classify and route high-volume order questions.
Faster routine resolutionTriage every language immediately rather than waiting for a specific agent.
Same-day response in any languageAuthor estimates — treat them as a starting point and measure your own runs.
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