Triage support tickets
Build a knowledge base once. It answers the routine tickets and escalates anything complex with the context already gathered, never alone.
Copy this prompt to start your first task:
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
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:
Confirm the name and click Create teammate. They land in their own channel, which is where you'll send everything below. More on hiring →
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 →
Build the knowledge base
Set the escalation and confirmation rules
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 for what pauses and what doesn't.
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
Team Ops
Back to the Team Ops use case overview.
Automate spreadsheet cleanup
Clean, compute, and pivot, then save the process as a rerunnable template.
Monitor meetings, email, and repos
Stop waiting to be asked for a meeting recap or an inbox sweep. An AI teammate that watches Lark meetings, Gmail, and GitHub on its own, routes what it finds to the right place, and reports what's still open at day's end.
Automate spreadsheet cleanup
Give it a spreadsheet and a target. It cleans, computes, and pivots the result, then saves the whole process as a template that reruns itself.