Customer Support Triage

Classify inbound issues, set urgency, and route work without losing user context.

Use when

• Handling support inboxes, community questions, or escalation queues.
• You need consistent severity and follow-up rules.

Workflow

1. Identify the user's goal, blocker, and urgency.
2. Classify the issue: bug, billing, access, setup, education, or feature request.
3. Ask only the missing questions needed to unblock resolution.
4. Draft a response that is empathetic, concrete, and action-oriented.
5. Route severe outages, security concerns, or payment issues immediately.

Deliverable

• Category, severity, next action owner, and user-facing reply draft.