Support Triage
helio / support-triageBuild a knowledge base once. Your AI teammate takes the first pass on every ticket — answers the routine ones, and escalates anything complex with context attached, never alone.
What is Support Triage?
- ·Sorts before a human opens the ticket: Every ticket classified against a knowledge base of known questions and policies as soon as it arrives.
- ·Drafts the routine 80% immediately: Anything the knowledge base covers directly gets a reply drafted on the spot.
- ·Escalates with context already attached: A summary of what's being asked and what's already been tried, plus relevant account details — no cold read of the thread.
- ·Holds sensitive replies for a human: Refunds, promises, or anything account-affecting wait for sign-off before anything sends.
What does Support Triage produce?
| 🏷️Ticket classification | Matched against the knowledge base of known questions and policies. |
| ✍️Drafted reply | For anything the knowledge base covers directly. |
| 📎Escalation summary | What the customer needs and what's already been tried. |
| 🔎Pulled account details | Relevant order/account history gathered automatically for the human. |
| 🛑Sensitive-reply hold | Refunds and account changes wait for human confirmation. |
The SOP, step by step.
- 01
Classify the ticket
Against a knowledge base of known questions, policies, and past resolutions.
- 02
Draft a reply
For anything the knowledge base covers directly.
- 03
Escalate what it can't answer
Routed to a human, with the relevant context already gathered.
- 04
Hold sensitive replies for confirmation
Refunds, promises, or anything account-affecting waits for a human sign-off.
- 05
Flag for escalation
Based on the rules that define what must go to a human.
- 06
Summarize the thread
What's being asked and what's already been tried.
- 07
Pull relevant details
Account, order, or history data the human will need.
- 08
Hand off with context
The human starts from a summary, not a blank inbox.
What it produces, in practice.
Illustrative example generated for this page — actual output depends on your real data.
🎧 Ticket Triage · 09:12
Sample · illustrativeIncoming: "It's been 3 days since I ordered and it still hasn't shipped, what's going on?"
Classification: shipping inquiry (not a complaint) — routine, can be drafted directly.
Drafted reply
"Hi — sorry for the wait. Your order is in packing now and should ship out today; you'll get a tracking number as soon as it does. Let me know if you need it expedited."
Basis: knowledge-base entry "Shipping timelines" · no escalation signal detected.
Status: drafted, ready to send with one click (this ticket is non-sensitive and can be set to auto-send).
1 other ticket escalated to a human this hour: a refund request — matched an escalation rule, routed to the support lead with the full thread attached.
Watch Support Triage set up a new automation.
What Support Triage connects to.
Email / support inbox
ConnectedReads incoming tickets and drafts replies directly in the channel you already use.
Notion
ConnectedKeeps the knowledge base — FAQs, scripts, policies — as a living reference.
Questions
- Does it ever send a reply without review?
- Routine replies from the knowledge base can be configured to send directly. Anything sensitive — refunds, account changes, promises — always waits for a human to confirm first.
- How does it decide what counts as 'complex'?
- You define the escalation rules — a specific topic, a certain sentiment, or anything the knowledge base doesn't clearly cover triggers a handoff.
- Does it learn from how a human handles an escalated ticket?
- You can feed resolved escalations back into the knowledge base, so a repeated version of the same issue gets handled directly next time.
- What support channels does it work with?
- It connects to your existing email or ticketing inbox — it doesn't require moving to a new support platform.
Give every ticket a first pass.
Build the knowledge base once — Helio triages, drafts, and escalates with context from day one.
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