Support ticket triage with priority and routing

Classify tickets by category, priority, and the team that should handle them — JSON output.

The prompt

Copy this verbatim. Replace the {{ … }} placeholders with your values.

<instructions>
Triage the support ticket. Return a single JSON object matching <format>.
Return the JSON inside <result> tags. No prose, no markdown fences.

Priority rubric:
- urgent: production outage, data loss, or security incident
- high: blocking a paying customer with no workaround
- medium: degraded experience with a workaround
- low: feature request, cosmetic issue, or question
</instructions>

<format>
{
  "category": "billing | bug | feature_request | account | security | other",
  "priority": "low | medium | high | urgent",
  "owner_team": "billing | platform | mobile | growth | trust_safety | unknown",
  "needs_human": true,
  "summary": "string, max 140 chars, neutral tone"
}
</format>

<ticket>{{ ticket_body }}</ticket>

Return inside <result> tags.

Sample input

Hey, your dashboard hasn't loaded since this morning. Our entire ops team is blocked. — Acme Corp (Enterprise plan)

Expected output

<result>
{
  "category": "bug",
  "priority": "urgent",
  "owner_team": "platform",
  "needs_human": true,
  "summary": "Enterprise customer reports dashboard unreachable; team-wide block since this morning."
}
</result>

Notes & tuning tips

• The rubric inside is what makes priority labels consistent — without it, Claude reverts to vibes.
• Wrapping output in makes parsing trivial: regex /([\s\S]*?)<\/result>/.
• For higher reliability, define the schema as an API tool instead of a block.

What this example uses

Tags: <instructions> <format>

Patterns: structured output

More like this