---
title: "Support Ticket Triage Workflow"
description: "AI-powered automatic categorization and routing of support tickets"
type: "prompt"
category: "atomic"
tags: ["workflow", "automation", "support", "customer-service"]
url: "https://theglitch.ai/academy/prompts/support-ticket-triage"
---

# Support Ticket Triage Workflow

AI-powered automatic categorization and routing of support tickets

## The Prompt

```
Trigger: New support ticket
    ↓
Analyze: AI categorizes ticket
    ↓
Prioritize: Set urgency level
    ↓
Route: Assign to right team/person
    ↓
Respond: Send acknowledgment (optional)
    ↓
Log: Update analytics
```


# Support Ticket Triage Workflow

Automatically categorize, prioritize, and route incoming support tickets.

## Workflow Overview

```
Trigger: New support ticket
    ↓
Analyze: AI categorizes ticket
    ↓
Prioritize: Set urgency level
    ↓
Route: Assign to right team/person
    ↓
Respond: Send acknowledgment (optional)
    ↓
Log: Update analytics
```

## Implementation (n8n)

**Nodes:**
1. Webhook/Email Trigger (new ticket)
2. AI Node (categorize + prioritize)
3. Switch Node (route by category)
4. Help Desk API (update ticket)
5. Slack (notify assigned team)

**AI Categorization Prompt:**
```
Categorize this support ticket:

Subject: {{$json.subject}}
Message: {{$json.body}}

Return JSON:
{
  "category": "billing|technical|feature_request|account|other",
  "priority": "urgent|high|medium|low",
  "sentiment": "angry|frustrated|neutral|positive",
  "suggested_response": "brief suggested first response",
  "escalate": true/false
}

Escalate if: mentions legal action, cancellation, data loss, or security.
```

## Routing Logic

| Category | Priority | Route To |
|----------|----------|----------|
| Billing + Urgent | Finance + Manager | Immediate |
| Technical + Angry | Senior Support | < 1 hour |
| Feature Request | Product Team | Daily batch |
| Account + Any | Account Team | Standard |

## Priority Criteria

**Urgent:**
- Keywords: "down", "broken", "can't access", "security"
- Customer tier: Enterprise
- Sentiment: Angry + specific complaint

**High:**
- Keywords: "urgent", "ASAP", "deadline"
- Customer tier: Premium
- Multiple tickets same issue

**Medium:**
- Standard questions
- How-to requests

**Low:**
- Feature requests
- General feedback

## Quality Checks

- Review AI categorization accuracy weekly
- Adjust prompts based on miscategorizations
- Set up alerts for unusual volumes
- Track time-to-first-response by category

---

**Related:** [AI Agents Complete Guide](/articles/agents/ai-agents-complete-guide)