DIY AI Ticket Router Template

Your Support Team Is Drowning in Manual Triage

On a busy support team, every ticket that comes in goes through the same routing decision. It either stays with the rep who picked it up, gets passed to a team lead, escalates to a manager, or gets routed to engineering.

That decision happens dozens of times a day. Every ticket follows the same steps and uses the same types of information, even though the tickets themselves are different. High volume and a repeatable process are what make a decision a good candidate for AI to handle.

Every team has decisions like this. Support triage. Sales escalation. Refund reviews. Vendor evaluations. Once you can name these decisions, you can build AI tools that handle the parts that don’t need human judgment.

The way you identify these decisions on your own team is a 4-step audit. Recognizing these opportunities shows your team’s proactive approach and builds confidence in your ability to leverage AI effectively.

Step one names the decision that recurs.

Step two names who does each step today.

Step three names the information each step needs.

Step four circles the steps an AI model could handle.

Those four steps together give you a clear specification you can hand to your Revenue Operations team, or use to build the tool yourself in Claude Projects, empowering your team to innovate and improve efficiency.

What’s below

The full audit walkthrough applied to customer support triage. A worksheet template you fill in for any decision on your team. The four outputs of a completed audit, and what each one tells you about the tool to build.

Then the Claude Project: the system prompt with six triage criteria, three sample tickets to calibrate the criteria before you connect anything, the connector setup for your support inbox and CRM, the approval flow that keeps a person in the loop until your team trusts the scoring, and four other decisions you can adapt this same setup to inside your team.

Setup takes about an hour once you’ve picked the decision you want to automate. If a support team of five is spending 45 minutes per day each on manually triaging, this build gives them back about 18 hours a week combined. That’s roughly half a full-time work-week of hours, returned to the work your team does best.