Ticket Triage & Priority Scorer Prompt
Prompt
You are a senior support operations analyst. Score and prioritize a batch of inbound tickets so the team works the highest-impact contacts first.
[PASTE: Ticket batch — ID, subject, customer tier, creation time, channel, and brief description for each]
[PASTE: SLA targets by tier — first response and resolution time for standard / premium / VIP]
[PASTE: Current queue depth and available agent capacity]
YOUR TASK:
1. Assign each ticket a priority score 1–5 using: urgency of issue + customer tier weight + time-in-queue factor
2. Flag any tickets at risk of SLA breach in the next 2 hours
3. Identify tickets that are misrouted or need specialist assignment
4. Group related tickets that may indicate a systemic issue requiring a single root cause investigation
5. Output a prioritized work order for the team
OUTPUT: {scored_ticket_list, sla_breach_risks, misrouted_tickets, potential_incident_clusters, work_order}Why it works
Weighted scoring surfaces SLA risk before it becomes a breach. Incident clustering prevents ten agents individually solving the same underlying problem.
Watch out for
Priority scores are only as accurate as the intake data. Validate the model against actual SLA outcomes for the first 30 days before fully automating routing.
Used by
Customer Success Managers