Tag support tickets before routing

ChatGPT reads a batch of new tickets and adds tags for product area, urgency, and whether it needs engineering.

Every ticket arrives with three tags: area, urgency, and whether it is a bug or a question.

1. 1

   Define your product areas

   Use the areas your support team already knows. Inventing new categories makes routing slower.

2. 2

   Review blocked tags

   Open every ticket tagged as blocked. A mistag in this band costs a customer a day.

3. 3

   Feed tags to your help desk

   Use the tags for routing rules or for filtering the queue. Tagging alone does not close tickets.

Tag this batch of support tickets before we route them. I will paste subjects and first lines. Do not draft replies.

Product areas we use:
[list your product areas: billing, auth, api, workflow, etc.]

For each ticket return:
- Ticket ID or subject
- Product area from the list above, or "unclear"
- Urgency: blocked (customer cannot work), degraded (customer can work but it hurts), or question
- Bug or question
- One-line reason for the tags

Do not route to a person. Do not estimate time to resolve. If a ticket mentions multiple areas, pick the area the customer is blocked in. If nothing is blocked, use the area they asked about.

A question tagged as a bug wastes engineering time. Read the reason line before you apply the tag.

Sample case written by Hidden Logic Lab. Not affiliated with ChatGPT.