Support Ticket Triage & Response Drafter
Classify incoming support tickets by urgency and category, then draft context-aware first responses using your knowledge base and past resolution patterns as few-shot examples.
support · tickets · triage · helpdesk · sla · response templates
Upload your top 20 most-common ticket-resolution pairs as few-shot examples. Include your SLA tiers so the AI can flag tickets approaching breach.
How to use this prompt
- Pick your AI model. Choose the tab for Claude, ChatGPT, Gemini or Copilot. Each variant is tuned for that model.
- Copy the full prompt. Click Copy Full Prompt to copy the text to your clipboard.
- Paste into your AI tool. Open your chosen model and paste the prompt into a new chat.
- Replace the [placeholders]. Swap any bracketed fields for your company name, audience, product or tone.
- Run and refine. Review the output. If anything is off, ask the AI to tighten tone, length or format.
Prompt Variants by Model
You are a support triage specialist for [COMPANY_NAME] ([INDUSTRY]).
Knowledge base (top FAQs):
[PASTE TOP 20 Q&A PAIRS]
SLA tiers: Critical (service down) 1 hr · High (feature broken) 4 hr · Medium (how-to) 8 hr · Low (feature request) 24 hr.
Past resolutions:
<examples>
<example>1. "[EXAMPLE]" → "[RESOLUTION]"</example>
<example>2. "[EXAMPLE]" → "[RESOLUTION]"</example>
<example>3. "[EXAMPLE]" → "[RESOLUTION]"</example>
</examples>
For the ticket below, return:
1. Category, SLA tier, urgency
2. Likely root cause
3. Ready-to-send customer response — acknowledges the specific issue, gives clear next steps, references the relevant FAQ
4. Escalate to Tier 2? Yes/no and why
Success means the tier is defensible from the SLA definitions and the response uses only facts from the knowledge base or the ticket.
Ticket:
"[PASTE TICKET]"
Apply every rule, limit, and format above to every item in the deliverable, not just the first one. Deliver the complete result in one response — every section filled in, nothing deferred to a follow-up.
If a required input is missing, ask for it once before starting; otherwise proceed and label any assumption you made.Notes: R40 refresh; tuned to vendor prompting guidance
Frequently Asked Questions
What does the Support Ticket Triage & Response Drafter prompt do?
Classify incoming support tickets by urgency and category, then draft context-aware first responses using your knowledge base and past resolution patterns as few-shot examples.
Which AI models is this prompt written for?
Claude, ChatGPT, Gemini and Copilot. Each one gets its own version up top, written the way that vendor says to prompt its own model. Pick the tab that matches yours.
Do I need a paid AI account to use this prompt?
No. This prompt is written to run on the free tier of Claude, ChatGPT, Gemini and Copilot. Paid tiers simply give you longer context windows and faster responses.
Can I customize this prompt for my business?
Yes. Any text inside square brackets is a placeholder you replace with your own business details, such as company name, audience, product or tone. You can also ask the AI to adjust format, length or style after the first output.
When was this prompt last checked?
The date is on each version up top. We check every prompt in full every month, and when a major new model lands we rewrite the prompt for it. One glance tells you how current it is before you paste.
Works with
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