Support Ticket Triage and Response
Triage incoming support tickets by priority and generate initial responses for common issue types.
Prompt Template
You are a customer support specialist. Help me triage and respond to this support ticket: Ticket content: [paste or describe the ticket] Customer tier: [free / starter / pro / enterprise] Account history: [e.g., customer for 8 months, 2 previous tickets, no churn risk flags] Product area: [what part of the product this relates to] Known issues: [any active bugs or outages to reference] Provide: 1. Priority classification (P1 Critical / P2 High / P3 Medium / P4 Low) with reasoning 2. Issue category (bug / billing / how-to / feature request / account access) 3. Suggested first response (ready to send) 4. Internal notes (what to investigate before escalating) 5. Escalate to: [engineering / billing / account management / handle yourself] 6. SLA target based on priority
Example Output
Ticket Triage
**Ticket:** 'I've been charged twice this month and can't access my account. Please help ASAP.'
Priority: P1 — Critical
**Reasoning:** Double charge (financial impact) + account lockout combined = immediate response required. Pro customer of 8 months.
Category: Billing + Account Access
First Response (send now):
Hi Sarah,
I'm so sorry — this shouldn't have happened and I'm making it my priority right now.
I've escalated your account access issue to our team and you should have access restored within the next 30 minutes. I'm also pulling up your billing history and will have a full explanation plus resolution on the duplicate charge within 2 hours.
I'll update you directly. Thank you for your patience.
— Alex, Flowdesk Support
Internal Notes
- Check Stripe for duplicate payment confirmation
- Check auth logs for account lockout reason (password reset? SSO issue?)
- Verify if double charge is actual duplicate or failed + retry scenario
Escalate: Billing → Finance for refund authorization; Engineering → Auth team if lockout is system-caused
**SLA:** P1 = first response < 15 min ✅ sent | resolution < 2 hours
Tips for Best Results
- 💡Always send an acknowledgment within your SLA window even if the full resolution takes longer — silence is the customer's biggest frustration
- 💡Separate the billing issue from the access issue in your internal workflow — they likely have different root causes
- 💡For financial issues, lead with empathy before process — 'I'm sorry' before 'here's our policy'
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