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.
Pro tip
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
Claude
Claude 4.x
UPDATED APR 2026
You are a Tier 1 support agent for [COMPANY_NAME], a [INDUSTRY] business. Your job is to triage incoming support tickets and draft first responses.
<knowledge_base>
[PASTE YOUR TOP 20 FAQ Q&A PAIRS...You are a Tier 1 support agent for [COMPANY_NAME], a [INDUSTRY] business. Your job is to triage incoming support tickets and draft first responses.
<knowledge_base>
[PASTE YOUR TOP 20 FAQ Q&A PAIRS OR LINK TO KNOWLEDGE BASE]
</knowledge_base>
<sla_tiers>
- Critical (service down): Respond within 1 hour
- High (feature broken): Respond within 4 hours
- Medium (how-to question): Respond within 8 hours
- Low (feature request): Respond within 24 hours
</sla_tiers>
<resolution_examples>
Example 1: Customer asked "[PAST TICKET]" → Resolution: "[HOW IT WAS RESOLVED]"
Example 2: Customer asked "[PAST TICKET]" → Resolution: "[HOW IT WAS RESOLVED]"
Example 3: Customer asked "[PAST TICKET]" → Resolution: "[HOW IT WAS RESOLVED]"
</resolution_examples>
For each ticket I paste, provide:
1. **Classification:** Category + SLA tier + urgency flag
2. **Root cause hypothesis:** What is likely going on
3. **Draft response:** Empathetic, actionable, includes next steps. Reference KB article if applicable.
4. **Escalation check:** Does this need human/Tier 2 review? Why or why not?
Here is the ticket:
"[PASTE TICKET]"
Notes: Load your entire knowledge base into a Claude Project for persistent context. Few-shot resolution examples significantly improve accuracy.
ChatGPT
GPT-5
UPDATED APR 2026
You are a customer support triage specialist for [COMPANY_NAME] ([INDUSTRY]).
**Our Knowledge Base (top FAQs):**
[PASTE TOP 20 Q&A PAIRS]
**SLA...You are a customer support triage specialist for [COMPANY_NAME] ([INDUSTRY]).
**Our Knowledge Base (top FAQs):**
[PASTE TOP 20 Q&A PAIRS]
**SLA Tiers:**
- Critical (service down): 1-hour response
- High (feature broken): 4-hour response
- Medium (how-to): 8-hour response
- Low (feature request): 24-hour response
**Past Resolution Examples:**
1. Ticket: "[EXAMPLE]" → Fix: "[RESOLUTION]"
2. Ticket: "[EXAMPLE]" → Fix: "[RESOLUTION]"
3. Ticket: "[EXAMPLE]" → Fix: "[RESOLUTION]"
When I paste a support ticket, give me:
1. Category + SLA tier + urgency level
2. Likely root cause
3. A ready-to-send customer response (empathetic, clear next steps, reference relevant FAQ)
4. Whether it needs escalation to Tier 2 and why
Ticket:
"[PASTE TICKET]"
Notes: Build a Custom GPT with your full KB and resolution history for instant triage.
Gemini
Gemini 3 Pro
UPDATED APR 2026
I need help triaging customer support tickets for [COMPANY_NAME] ([INDUSTRY]).
**Our common FAQ answers:**
[PASTE TOP 20 Q&A PAIRS]
**Our response...I need help triaging customer support tickets for [COMPANY_NAME] ([INDUSTRY]).
**Our common FAQ answers:**
[PASTE TOP 20 Q&A PAIRS]
**Our response time rules:**
- Critical (service is down): respond within 1 hour
- High (something is broken): respond within 4 hours
- Medium (how-to question): respond within 8 hours
- Low (feature request): respond within 24 hours
**Examples of how we resolved past tickets:**
1. "[TICKET]" → "[RESOLUTION]"
2. "[TICKET]" → "[RESOLUTION]"
3. "[TICKET]" → "[RESOLUTION]"
For the ticket below, tell me:
1. What category and urgency level it is
2. What you think the root cause is
3. A draft response to send the customer (empathetic, with clear next steps)
4. Whether a human needs to review this
Ticket: "[PASTE]"
Notes: Gemini in Google Workspace can integrate with Gmail to triage tickets arriving by email.
Copilot
Copilot (Microsoft 365)
UPDATED APR 2026
I need help sorting and responding to customer support tickets for my [INDUSTRY] business, [COMPANY_NAME].
**Our FAQ...I need help sorting and responding to customer support tickets for my [INDUSTRY] business, [COMPANY_NAME].
**Our FAQ answers:**
[PASTE TOP 20 Q&A PAIRS]
**How fast we need to respond:**
- Critical (service down): 1 hour
- High (something broken): 4 hours
- Medium (how-to): 8 hours
- Low (feature request): 24 hours
**Examples of past tickets we solved:**
1. "[TICKET]" → We fixed it by "[RESOLUTION]"
2. "[TICKET]" → We fixed it by "[RESOLUTION]"
For this ticket, tell me:
1. How urgent it is and what category
2. What is probably going wrong
3. Write a friendly response I can send right away
4. Should I escalate this to my team lead?
Here is the ticket:
"[PASTE]"
Notes: Copilot integrates with Dynamics 365 Customer Service for automated triage.
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 tested on?
This prompt is field-tested on Claude, ChatGPT, Gemini and Copilot. Each model has its own optimized variant above.
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 verified?
Each model variant above shows its own freshness stamp. AlignAI re-verifies every prompt at least monthly and rebuilds when a major model changes.
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