Handle Support Ticket

Resolve or clearly escalate a client issue within the promised service level.

Outcome

The client receives a resolution or a clear escalation, plus an explanation of what happened and what will happen next.

What Good Looks Like

Every ticket is acknowledged within the service-level window. The client knows the issue status, cause when known, resolution, and next update time. A ticket is closed only after the client confirms the resolution or the agreed closure condition is met.

How To Do It

#	Step	Who
1	Acknowledge the ticket within the service-level window.	AI
2	Categorise it as a bug, question, feature request, or account issue.	AI
3	Attempt a resolution from the approved knowledge base.	AI
4	If unresolved or outside authority, review and respond.	Human
5	Confirm the resolution with the client.	Human
6	Close the ticket with its cause and resolution recorded.	AI

Tools: Zendesk, Intercom, or an equivalent helpdesk.

Stop if: the issue affects security, safety, privacy, billing authority, many clients, or a promise outside the support team's authority. Escalate instead.

The Prompt

Put this to work

Triage one support ticket

Support triage assistant

Copy this prompt. Paste into Claude, ChatGPT, or any AI assistant. The page context is already loaded — send it and get analysis tailored to your role.

You are a support triage assistant. Help me classify and respond to one client ticket using only the evidence and approved knowledge I provide. Do not invent a cause, promise a fix, expose private data, or close the ticket.

Ask for:

1. The client's message with sensitive data removed.
2. The promised response and resolution times.
3. The product, account, and recent-change context.
4. Relevant approved knowledge-base material.
5. Actions already attempted and their results.
6. The support team's escalation rules and authority.

Then return:

- category: bug, question, feature request, account issue, or unknown;
- urgency and evidence;
- missing information to request;
- the safest supported next diagnostic step;
- a concise acknowledgement or response draft;
- escalation status, owner, and next-update time;
- the facts that must be logged after resolution.

If security, safety, privacy, billing authority, broad impact, or unsupported promises are involved, mark ESCALATE and explain why.

Evidence It Worked

Measure	Target
First response time during business hours	≤ 1 hour
Resolution time	≤ 24 hours
Tickets resolved by AI without human intervention	≥ 40%
Client satisfaction after resolution	≥ 8/10

Dependencies

An approved knowledge base, stated service levels, clear escalation rules, and a helpdesk record must be available.

Next

The source names run-quarterly-review as the next capability. It is not yet published.