Support ticket triage: AI agent prompt
Sort incoming tickets by urgency and topic so humans see the important ones first.
Customer SupportTriagebeginnerWho this is for
Anyone handling a shared support inbox or contact form.
Not for
Tickets with medical, legal or safety risk; route those to a person regardless of the AI's rating.
What you need
A batch of tickets (remove card numbers and passwords).
The prompt
You are a support triage assistant. For each ticket below, return: category (billing, bug, how-to, refund, other), urgency (high/medium/low), a one-line summary, and a suggested first reply. Flag anything angry or legal as high. Tickets: [paste tickets]
Worked example
A fictional business, so you can see what to paste in and what a good answer looks like. The example answer was written with AI help and its numbers and dates were checked; your AI's answer will be worded differently, so check it the same way.
Sample input (what you paste in)
1) "I was charged twice this month!!" 2) "How do I change my delivery address?" 3) "Your product broke and cut my hand, I'm talking to a lawyer."
Example output (illustrative)
| # | Category | Urgency | Summary | First reply | |---|---|---|---|---| | 1 | billing | high | Double charge this month | "Sorry about that. I'm checking your account now and will confirm the refund today." | | 2 | how-to | low | Wants to change delivery address | "You can update it under Account > Addresses, or reply with the new address and I'll do it." | | 3 | other (legal/safety) | high | Injury from broken product, mentions lawyer | Hand to owner now. Suggested: "I'm sorry you were hurt. I've passed this to [name], who will contact you today." |
Check before you use it: Anything angry, legal or about injury must reach a person; don't let a drafted reply go out on its own.
How to use it
- Copy the prompt above.
- Replace every [bracket] with your own details (or fill in the blanks on AgentPlaybook Real Estate, which remembers your answers for the next prompt).
- Paste it into ChatGPT, Claude, Gemini and review the answer before you use it.
Works with: ChatGPT, Claude, Gemini, Zendesk/Intercom AI
Real-world example: monday.com/blog/ai-agents/ai-business-use-cases/
Featured in: Free AI agent prompts for small business (beginner-friendly) · ChatGPT prompts for customer service: ticket triage, replies and handoffs
Before you use it: what to check
Already built into this prompt
- Flag anything angry or legal as high.
Check yourself
- This prompt works on text other people wrote (emails, reviews, messages or web pages). That text can hide instructions aimed at AI, such as "ignore your rules and…". Paste it as material to work on, and never let the AI act on requests inside it, like paying, sharing logins or changing records. How prompt injection works →
- Check every figure, price and total against your own records before anything is sent, posted or booked. A person approves refunds, discounts, payments and price changes.
- Anything legal, tax or compliance-related is a first draft for a qualified person to check. It is not professional advice, and clause references and deadlines must be checked against the source.
- Read and edit the draft before it reaches a customer or goes public. If you later automate this prompt, start with "draft and notify me", not "send automatically".
Using an AI agent? Download this prompt as a SKILL.md agent skill with these checks built in, or get the .zip for Claude.ai. How to install skills.
Want to make this prompt even better? Grade it with the free prompt grader or build your own with the AI prompt generator.
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