Introduction
Efficiently triaging and escalating customer requests helps ensure timely resolution and a high-quality support experience. This template provides clear steps for categorizing issues, setting response times, and closing tickets consistently.
⚠️ Before running this template
We recommend adding any relevant documentation to your Workflow Context—such as support categories, existing support 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
This template helps support teams stay on track with SLAs by prioritizing tickets, responding quickly, and resolving issues efficiently. It also improves transparency, uses team resources wisely, and keeps customers happy.
Who should use a Triage Support Requests template
Support managers, customer service representatives, and technical support engineers all benefit from this clear, consistent process—it ensures every customer request gets the right attention, fast follow-up, and complete resolution.