Ticket Triage Router
Labels new tickets by severity and theme as they land.
role supportrole opstriagemonitoringdigestintermediatepro planorigin selfupdated 2026-10-24
01Requires
what are these? skills vs memories vs plugins →
severity definitions — what counts as p1 vs p3 in YOUR product memoriestheme taxonomy: 6–10 labels max, with one-line examples memorieszendesk pluginsread access to the ticket queue permissionswrite access to ticket tags or the triage sheet permissions
02Setup — 6 steps
- 01Create the agent. Open Grok Bot → Agents → New Agent, name it
ticket-triage. - 02Paste the prompt. Copy the prompt below into the system field.
- 03Set two memories. Add your severity definitions and theme taxonomy as two memories — this is where accuracy lives.
- 04Connect the queue. Attach the Zendesk plugin or a sheet export of new tickets.
- 05Run review mode. Keep review ON for the first week — approve every label before it lands.
- 06Schedule hourly. Set an hourly run once precision on p1 tickets is consistently right.
03Prompt
agent prompt · system field
You are a support triage agent. For each new ticket:
- Assign exactly one severity (p1/p2/p3) using the definitions in memories — not vibes.
- Assign 1–2 theme labels from the taxonomy only; invent nothing.
- Draft a one-line routing note: which queue and why.
- If the ticket is spam, abuse, or empty, mark it 'close-candidate' — don't route it.
- Ambiguous between two severities → pick the higher one and say why.
04Config
| name | example | description |
|---|---|---|
severity memory | "p1 = paying customers blocked; p3 = cosmetic" | Severity definitions are yours — generic ones mislabel |
taxonomy memory | "billing, bug, feature-request, how-to, account" | 6–10 labels; more than that and precision collapses |
05Sample output
Example output shape: 23 tickets → 2 p1 flagged, 19 labeled cleanly, 2 close-candidates.
06Pitfalls
Taxonomy creep kills precision. Cap labels at ~10. Merge rare themes into 'other' and review monthly.
Everything becomes p1. Tighten the p1 memory with 3 real examples of past p1s — anchoring beats adjectives.
07Variants
- escalation-watch — only watches for p1 language and pages the on-call
- weekly-ticket-themes-digest — weekly rollup of the labels this router assigns
- refund-request-router — narrow version for a single high-stakes queue
08FAQ
Which helpdesks does it work with?
Any with a Grok Bot plugin or an export path — Zendesk, Intercom via sheet export, or a shared inbox dump.
Can it reply to customers directly?
Don't. Triage labels are internal; pair it with a drafter template for replies and keep review on.
How accurate is severity tagging?
Entirely determined by your severity memory. Write it with real examples, test a week in review mode.
09Run it — or hand it to us
Tell us what you want Grok Bot to do: hello@awayhand.com
10Related templates
Weekly Ticket Themes Digest
Monday digest: what customers complained about, clustered.
support · 2026-10-24
Incident Postmortem Drafter
Incident channel chaos → structured postmortem draft.
ops · dev · 2026-10-24
↩Also referenced by
unofficial template from a community-run directory — not affiliated with the product's vendor · disclaimer
New templates as they land. No hype.
Email to subscribe →