Ticket triage digest

What it does

Most support teams burn the first 20 minutes of their shift figuring out what’s actually in the queue. This recipe runs through the queue, classifies new tickets by intent and severity, routes them to the right queue and on-shift owner, and posts a one-glance digest in #support-ops.

How it works

1. Read new tickets. The colleague pulls every new ticket from the last hour, plus the requester’s account tier from the CRM.
2. Classify intent + severity. Each ticket is tagged — bug, feature, billing, how-to, other — and scored 1-5 for severity using language + account tier.
3. Route to the right queue. Intent + tier map to a queue; the on-shift owner gets the assignment. Sev-1 tickets go straight to escalation.
4. Post the digest. A one-line-per-intent rollup posts in #support-ops; owners with > 5 new in their queue get a DM nudge.

Setup

• Connect a support tool (Zendesk, Intercom, Help Scout, or Front).
• Connect a CRM (HubSpot, Salesforce, or Pipedrive) for account-tier context.
• Connect a messaging channel (Slack or Teams).
• Define the queue map (intent + tier → queue + owner rota).

Variations

• Add a 1-line auto-reply that thanks the requester and sets expectation by intent.
• Spin up a rollup view that compares ticket batches into a volume + sentiment trend.
• Auto-escalate sev-2 tickets that haven’t been touched after 90 minutes.