Triage Support Issues | Copy-Paste AI Recipe

NextFlows Contributors

doi:nextflows.ai/recipes/triage-support-issues

⚡ TL;DR

✓ Tickets grouped by urgency and topic, with suggested owners, draft reply outlines, and doc links — ready for your review before any customer sees a response.
✓ ~25 min first-time setup; ~5 min per triage run after that
✓ Read-only
✓ Uses Helpdesk (Zendesk or Intercom), Knowledge base (Notion)

Before you start

0/4

A Mac or Windows computer with Claude Desktop installedAccess to your support queue (Zendesk, Intercom, Freshdesk, etc.) OR a CSV/export of open ticketsOptional: Notion or help center connected for article linksAbout 25 minutes for first-time setup — about 5 minutes per triage after that

How to connect each app

Helpdesk (Zendesk or Intercom)
Claude Desktop → Settings → Connectors → find your helpdesk → Connect → Allow. No connector? Export open tickets as CSV and paste into Claude.
Open setup help →
Knowledge base (Notion)
Optional: Claude Desktop → Settings → Connectors → Notion → Connect → Allow. Or paste links to help articles when you run the prompt.
Open setup help →

Setup (25 min)

0/9

1Install Claude Desktop: open claude.ai/download, install, and sign in.

2Connect your helpdesk if available: Settings → Connectors → Zendesk, Intercom, or similar → Connect → Allow. If your tool isn't listed, export open tickets (CSV or copy-paste a list) — the recipe still works.

3Optional — connect Notion if your help articles live there: Settings → Connectors → Notion → Connect.

4Decide your triage window (e.g. last 24 hours, this week's open tickets) and any focus area (billing, login issues, etc.).

5Open a new chat. Copy the prompt from this page, paste it in, and fill in the time window and focus placeholders.

6If helpdesk isn't connected, paste your ticket list: include ticket ID, subject, customer tier, and status for each.

7Press Enter. Review Claude's groupings and draft replies — adjust anything that doesn't match your policies.

8Use the output in your standup or assign tickets in your helpdesk manually. Claude does not close or send replies for you.

9Run again daily or weekly with the same prompt — about 5 minutes once set up.

The prompt

I need help triaging our support queue.

Time window: [PASTE e.g. "last 24 hours" or "open tickets since Monday"]
Priority focus: [PASTE e.g. "billing issues" or "all topics"]

Please:
1. Review open support tickets from our helpdesk (or use the list I paste below).
2. Group tickets by topic and urgency (critical / high / normal / low).
3. For each group, suggest:
   - Recommended owner or team
   - Draft reply outline (not sent automatically)
   - Relevant help article or doc to link, if you can find one
4. Flag tickets that look like duplicates or need escalation.

Keep it scannable with bullet points. Under 500 words.
Do not close or reply to tickets — recommend only.
If helpdesk is not connected, ask me to paste a ticket export or list.

Paste into Claude Desktop. Claude will use your connected apps: Helpdesk (Zendesk or Intercom), Knowledge base (Notion).

Expected outcome

Tickets grouped by urgency and topic, with suggested owners, draft reply outlines, and doc links — ready for your review before any customer sees a response.

Success checklist

0/6

Claude Desktop is installed and I am signed inHelpdesk is connected OR I pasted a ticket listI filled in the time window and focus in the promptClaude grouped tickets by urgency with draft reply outlinesI reviewed suggestions before using them with customersI assigned or updated tickets in our helpdesk myself

Troubleshooting

My helpdesk isn't in Claude Connectors

Cause

Not every helpdesk has a built-in Claude connector yet.

Solution

Export open tickets to CSV or copy 10–20 ticket subjects and descriptions into the chat. Say "Triage only the tickets I pasted."

Claude can't see our help articles

Cause

Knowledge base isn't connected or articles are internal-only.

Solution

Connect Notion if docs live there, or paste links to your top 3 relevant articles in the prompt.

Suggested replies don't match our tone

Cause

Claude doesn't know your support voice or policies.

Solution

Reply: "Rewrite in a friendly, concise support tone" or paste your macro/template and say "Match this style."

Urgency grouping feels wrong

Cause

Missing context about SLAs or customer tiers.

Solution

Add: "Enterprise customers are always high priority" or "Billing tickets older than 48h are critical."

I'm worried about customer data in Claude

Cause

Tickets may contain emails, account IDs, or payment info.

Solution

Follow your company AI policy. Redact personal data before pasting. Use read-only helpdesk access where possible. Treat outputs as internal drafts only.