Customer Support Triage Playbook

Set Up Ticket Classification

Analyze this customer support ticket and classify it:

Ticket: "[TICKET_CONTENT]"
Customer: "[CUSTOMER_INFO]"

Respond with JSON format:
{
  "category": "one of: account, billing, technical, features, orders, returns, general",
  "urgency": "one of: critical, high, medium, low",
  "sentiment": "one of: positive, neutral, negative, angry",
  "auto_resolvable": true/false,
  "confidence": 0.0-1.0,
  "summary": "brief description of the issue",
  "suggested_response": "if auto_resolvable, provide response"
}

Consider these factors:
- Keywords indicating urgency (urgent, emergency, down, broken)
- Customer tone and emotion
- Complexity of the issue
- Whether it matches FAQ content
                            

Create Auto-Response System

1. Trigger: New ticket classified as auto-resolvable
2. Search: Find relevant knowledge base content
3. Generate: Create personalized response using AI
4. Review: Check response quality and accuracy
5. Send: Reply to customer automatically
6. Monitor: Track customer satisfaction with response

🔐 Account/Login Issues

Set Up Intelligent Routing

• Technical Issues: Route to technical support team
• Billing Disputes: Route to billing specialist
• Angry Customers: Route to senior support manager
• Feature Requests: Route to product team
• VIP Customers: Route to account manager
• Critical Issues: Create urgent alert + immediate assignment

// Example assignment logic in Make/Zapier
function assignAgent(ticketData) {
  const { category, urgency, customerTier } = ticketData;
  
  // VIP customers always go to senior agents
  if (customerTier === 'vip') {
    return 'senior-support@company.com';
  }
  
  // Critical issues go to on-call manager
  if (urgency === 'critical') {
    return 'manager-oncall@company.com';
  }
  
  // Route by specialty
  const routing = {
    'technical': 'tech-support@company.com',
    'billing': 'billing@company.com',
    'orders': 'fulfillment@company.com',
    'returns': 'returns@company.com'
  };
  
  return routing[category] || 'general-support@company.com';
}
                            

Implement Escalation Rules

• Time-based: No response after 4 hours (high priority) or 24 hours (normal)
• Sentiment-based: Customer becomes angry or threatens to leave
• Complexity-based: Issue requires multiple team coordination
• Value-based: High-value customer expresses dissatisfaction
• Legal-based: Mentions of lawyers, lawsuits, or regulatory complaints

Set Up Quality Monitoring

• Auto-responses: Include thumbs up/down feedback buttons
• Resolution surveys: Send after ticket closure
• Follow-up emails: Check if issue was truly resolved
• Escalation tracking: Monitor which auto-responses get escalated

Continuous Learning & Improvement

• Failed Auto-Response Tracking: Automatically flag tickets where customers reply "this didn't help"
• Common Issue Detection: Identify new patterns in incoming tickets
• Knowledge Gap Alerts: Flag topics that need better documentation
• Performance Alerts: Notify when AI accuracy drops below thresholds