AI Support Ticket Summary Workflow

When support threads get long, handoffs break. Use a fixed summary format so every ticket can be understood in under 20 seconds.

Summary format (copy/paste)

Customer issue:
Urgency level:
What has already been tried:
Missing info:
Recommended next action:
Owner:

Build the summary in 4 passes

1. Capture facts only (no interpretation).
2. Classify urgency (normal, same-day, critical).
3. Extract blockers (missing screenshot, order ID, confirmation step).
4. Recommend one next action with owner name.

Good vs weak summary

Weak: “Customer is upset, please help soon.”

Good: “Issue: duplicate charge on order #5832. Urgency: same-day. Tried: refund request submitted. Missing: card statement screenshot. Next action: billing agent verifies transaction and updates in 2h. Owner: Maya.”

QA check before routing

• [ ] Does the summary include a concrete next action?
• [ ] Is urgency tied to business/customer impact?
• [ ] Could a new agent act without reading the full thread?

Next step

Connect this summary format to AI support response drafting so your first reply is generated from the same structured context.

Source notes (kept for context)

Workflow

1. capture ticket
2. summarize issue
3. detect urgency
4. route ticket