How to automate support ticket triage with AI

Where does the same complaint arrive three times?

Most teams past ten people have three front doors: a shared inbox in Front, an in-product thread in Plain, a Slack-connected account in Pylon. Triage starts by seeing all of them at once.

Prompt: “Read every conversation in Front updated since 6pm yesterday, every open Plain thread, and every open Pylon issue. Give me one table: source, customer, account tier from Pylon where we have it, one line on what they are asking for, and how long they have been waiting. Do not reply to anything.”

Run it once and the queue changes shape. The two Pylon issues from an enterprise account stop sitting under thirty password-reset threads.

Describe your triage the way you would brief a new teammate

The rules are already in someone’s head.

Writing them down once is what makes the sort hold on a day that person is off.

Prompt: “Here is how I want tickets classified, remember it. BROKEN: something that worked and does not, or data that looks wrong. Always highest. BLOCKED: they cannot complete a task and there is no workaround. BILLING: invoices, seats, plan changes. HOW-DO-I: answerable from our docs. RISK: any message where someone mentions a renewal, a competitor, a security review, or sounds like they have given up, regardless of the technical content. Classify by what the message needs, not by which inbox it arrived in. Anything from an account above 25 seats goes on top of its class.”

RISK is the class worth arguing about, because a slow reply there costs the most.

Why does the draft live in an internal comment?

Front separates a customer reply from an internal comment nobody outside the team sees. A companion writes into the second one.

Prompt: “For every HOW-DO-I ticket, write the answer as an internal comment on the Front conversation: the two-line reply I could send verbatim, plus the doc link you took it from. Tag the conversation with its class and assign it to whoever is on support rotation today. Do not send a customer-facing message on any ticket.”

Plain and Pylon expose reply tools rather than notes, so on those two the suggested answer goes into the triage brief and a person opens the thread. Say which surface you want the draft on, every time.

Turn the eleventh report into one product item

Eleven separate replies to eleven reports of one defect is the expensive failure, because none of them reach the team that could end it.

Prompt: “Group today’s BROKEN and BLOCKED tickets by underlying cause, not by wording. For any cause with three or more reports, check Canny for an existing post about it. If one exists, add a comment with the new ticket count and the affected accounts. If none exists, create a post on the ‘Bugs’ board describing the symptom, the reproduction, and the accounts hit, and leave its status alone.”

A companion files, counts and links. Moving a Canny post to planned or complete notifies everyone subscribed, so that step stops at an approval card.

What should the 7:45 routine produce?

Prompt: “Every weekday at 7:45am, run this triage across Front, Plain, and Pylon, write the HOW-DO-I answers as internal comments, and post the brief to #support: counts per class, the RISK tickets in full with account name and wait time, and anything older than 24 hours with no human reply. On Fridays add the week’s top three causes by ticket count.”

The Friday addition turns a triage habit into a product signal. It sits with the rest of your operations routines and with Front as the daily working surface.

Frequently asked questions