Introduction
Effectively triaging and escalating customer requests ensures timely resolutions while maintaining high service standards. This template guides your team through consistent steps for categorizing issues, establishing response times, and closing tickets.
⚠️ Before running this template
We recommend adding any relevant documentation to your Workflow Context—such as support categories, help center articles, routing rules, and other reference materials. Also connect your email in Settings then add the “Email” tool to step 3.
How this template works
- The Support Agent reviews incoming tickets, determines priority, and categorizes them by issue type.
- The Support Agent references internal documentation, crafts an initial response, or flags for escalation if information is insufficient.
- The Support Agent finalizes responses or coordinates escalations to the correct support level, ensuring closure and resolution reporting.
Why you should use a Triage Support Requests template
Using this template helps customer support teams maintain service-level agreements by consistently prioritizing tickets, ensuring quick initial responses, and methodically resolving each issue. It promotes transparency, optimizes resource allocation, and boosts customer satisfaction.
Who should use a Triage Support Requests template
Support managers, customer service representatives, and technical support engineers benefit from this standardized approach, ensuring all customer queries receive appropriate attention, swift action, and thorough issue resolution.