SaaS & Customer Support// topic
Ticket and shared-inbox triage
In short
The first thing any support AI should do and the lowest-risk place to start: reading every inbound ticket, email and chat, deciding what it is about, how urgent it is and who owns it — before a customer ever sees a word the model wrote.
2 pages
definitions
- First-reply SLA timer: start, pause and breach are three different eventsA first-reply SLA is three settings, not one, and most breach reports that look like a staffing problem are one of the three configured differently from how the team believes.definition6 min
- Intent taxonomy: the label set a support router can act onAn intent is not a description of a ticket. It is the instruction a router acts on, which means a label no queue, macro or automation consumes is not a label at all.definition6 min
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