PlaybookPrompts

Triage incoming tickets across urgency, intent, and team

Customer Support triageclassifierautomation

Tier-1 triage is high-volume and low-leverage. This prompt produces a classifier you can use to route tickets before a human sees them.

Prompt 
Classify the support ticket below across these axes:

1. URGENCY: P0 (outage) | P1 (broken for this user) | P2 (degraded) | P3 (question/feedback)
2. INTENT: bug | how-to | billing | account | feature-request | complaint | abuse
3. TEAM: engineering | billing | success | product | trust-and-safety | tier-1
4. SENTIMENT: neutral | frustrated | angry | abusive
5. SUGGESTED-MACRO: choose from {{MACRO_LIST}} or "none"

Return as compact JSON. Confidence (0-1) for each axis. No prose.

Ticket:
{{TICKET}}
Variables to fill in
  • {{MACRO_LIST}}
  • {{TICKET}}

How to use this prompt

  1. Copy the prompt above (Copy button on the top-right).
  2. Replace each {{VAR}} with your own value. Variables: {{MACRO_LIST}}{{TICKET}}.
  3. Paste it into one of the recommended tools below.
  4. Iterate: tighten constraints in the prompt if the output is generic.

Why this prompt is structured this way

The prompt is split into explicit steps because LLMs do better when the path is named, not implied. Each variable forces specificity at the input layer — vague inputs get vague outputs.

Heads up: some of the links on this page are affiliate links — meaning we may earn a commission if you sign up after clicking, at no extra cost to you. We only recommend tools we'd put on our own stack. You can see our full affiliate disclosure here.

Pair this prompt with a tool

Claude (Anthropic)

$0/mo (Pro at $20)

Frontier model with long context and strong reasoning.

Claude (Opus / Sonnet / Haiku tiers) is the assistant favored by writers and engineers who care about reasoning quality and tone. 1M token context on Opus.

writingcodinglearning

ChatGPT (OpenAI)

$0/mo (Plus at $20)

The category-defining general-purpose AI assistant.

ChatGPT has the broadest feature surface: image gen, voice, custom GPTs, web browsing, code execution. Often the right default; sometimes beaten on specific tasks by Claude or Perplexity.

writingcodinglearning

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