# Triage support tickets (/use-cases/team-ops/support-triage)



Copy this prompt to start your first task:

<Prompt>
  Set up a support triage teammate for our team: classify every incoming ticket against our knowledge base, draft a reply for anything it covers, and escalate the rest with a full summary so a human isn't starting from a blank inbox.
</Prompt>

<LivePreview component="NewThread" scenario="{ draft: &#x22;Set up a support triage teammate for our team: classify every incoming ticket against our knowledge base, draft a reply for anything it covers, and escalate the rest with a full summary so a human isn't starting from a blank inbox.&#x22; }" />

## What is this workflow? [#what-is-this-workflow]

"Triage support tickets" is the recurring job of turning an inbox of tickets into either an answered question or a well-briefed handoff, without a person reading every message first. Build a knowledge base once — your FAQ, scripts, and policies in Notion — and the teammate classifies every incoming ticket against it before doing anything else. Anything the knowledge base covers gets a drafted reply; anything it doesn't gets escalated with a thread summary and the relevant account or order details, so a human starts from a briefing, not a blank inbox.

## How to use this workflow [#how-to-use-this-workflow]

<Steps>
  <Step>
    ### Hire a customer reply and triage teammate [#hire-a-customer-reply-and-triage-teammate]

    Open **AI Teammates** in the sidebar, click **Hire AI Teammate**, and pick the **Customer Reply & Triage Expert** template. The default bio is generic customer support. Replace it on the Profile step so it knows this job means classifying against a knowledge base first, then drafting or escalating with context:

    <Prompt>
      You're our support triage teammate. Classify every incoming ticket against our FAQ, scripts, and policies in Notion before doing anything else. Draft a reply for anything the knowledge base covers directly. Escalate anything it doesn't, attaching a thread summary and the relevant account or order details so a human starts from a briefing, not a blank inbox. Hold refunds, promises, or anything account-affecting for my confirmation before it goes out.
    </Prompt>

    Confirm the name and click **Create teammate**. They land in their own channel, which is where you'll send everything below. [More on hiring →](/ai-teammates/hire-an-ai-teammate)

    <LivePreview component="CreateAssistantPage" scenario="{ focus: &#x22;profile&#x22;, initialState: { start: &#x22;template&#x22;, templateRef: &#x22;@helio/customer-support-specialist&#x22;, name: &#x22;Customer Reply & Triage Expert&#x22;, bio: &#x22;You're our support triage teammate. Classify every incoming ticket against our FAQ, scripts, and policies in Notion before doing anything else. Draft a reply for anything the knowledge base covers directly. Escalate anything it doesn't, attaching a thread summary and the relevant account or order details so a human starts from a briefing, not a blank inbox. Hold refunds, promises, or anything account-affecting for my confirmation before it goes out.&#x22; } }" />
  </Step>

  <Step>
    ### Connect your support inbox and Notion [#connect-your-support-inbox-and-notion]

    The support inbox is where tickets come in and replies get drafted. Connect a support email through Gmail, or forward tickets into the teammate's channel; Notion holds the knowledge base as a living reference. [Connect Notion →](/connect/connect-tools-to-ai-teammates)

    <LivePreview component="AssistantIntegrations" />
  </Step>

  <Step>
    ### Build the knowledge base [#build-the-knowledge-base]

    <Prompt>
      Here's our FAQ, scripts, and policies [attached]. Use this as the reference for every ticket going forward, and keep it updated as a living document in Notion.
    </Prompt>

    <LivePreview
      component="AssistantChat"
      scenario="{ assistantName: &#x22;Customer Reply & Triage Expert&#x22;, messages: [
    { author: &#x22;user&#x22;, text: &#x22;Here's our FAQ, scripts, and policies [attached]. Use this as the reference for every ticket going forward, and keep it updated as a living document in Notion.&#x22; },
    { author: &#x22;assistant&#x22;, text: &#x22;Loading your FAQ, scripts, and policies as the reference set now. I'll keep it as a living document in Notion and use it for every ticket going forward instead of starting from scratch each time.&#x22; },
  ] }"
    />
  </Step>

  <Step>
    ### Set the escalation and confirmation rules [#set-the-escalation-and-confirmation-rules]

    <Prompt>
      Draft a reply for anything the knowledge base covers directly. Escalate anything it doesn't, with a thread summary and relevant account details attached. Hold refunds, promises, or anything account-affecting for my confirmation before it goes out.
    </Prompt>
  </Step>
</Steps>

**Sending a reply pauses for approval:** classifying tickets, drafting replies, and keeping the knowledge base updated all happen on their own, but the drafted reply going out to the customer is external email, so Helio pauses for your approval before it sends — on top of whatever extra confirmation you set in the bio for refunds, promises, or account changes. See [Control](/ai-teammates/control) for what pauses and what doesn't.

## Tips for Better Results [#tips-for-better-results]

| Tip                                                 | Description                                                                                                                                       |
| --------------------------------------------------- | ------------------------------------------------------------------------------------------------------------------------------------------------- |
| Load the real FAQ, scripts, and policies up front   | Classification is only as good as the reference set — give it the actual documents, not a summary of them.                                        |
| Keep the knowledge base as a living document        | Policies and scripts change. Update the same Notion doc so classification stays accurate instead of drifting from what support actually promises. |
| Spell out what needs your confirmation              | Refunds, promises, and anything account-affecting should be explicit in the bio, not assumed.                                                     |
| Expect a briefing, not a blank inbox, on escalation | Every handoff carries the thread summary and account or order details already gathered — read that first.                                         |

## Common Questions [#common-questions]

<Accordions type="single">
  <Accordion title="What happens to a ticket the knowledge base doesn't cover?">
    It gets escalated to a human, with a thread summary and the relevant account or order details attached — not just forwarded with no context.
  </Accordion>

  <Accordion title="Does the teammate ever send a reply without checking first?">
    Sending a reply is external email, so Helio pauses for your approval before it goes out. Refunds, promises, or anything account-affecting need your explicit confirmation on top of that, per the bio.
  </Accordion>

  <Accordion title="Where does the knowledge base live?">
    In Notion, as a living document — the teammate keeps it updated and checks every incoming ticket against it before drafting or escalating.
  </Accordion>

  <Accordion title="How do tickets reach the teammate?">
    Connect a support email through Gmail, or forward tickets into the teammate's channel.
  </Accordion>
</Accordions>

<Cards>
  <Card title="Team Ops" href="/use-cases/team-ops" description="Back to the Team Ops use case overview." />

  <Card title="Automate spreadsheet cleanup" href="/use-cases/team-ops/spreadsheet-data-ops" description="Clean, compute, and pivot, then save the process as a rerunnable template." />
</Cards>