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Triage Support Emails

Log support cases, alert the lead, and reply to routine emails

Use this Agent instantly or customize it - no programming needed

Triage support emails and update the case queue
Reads
  • New email notification
    New email notification

    Your support inbox signals when a new customer message arrives.

  • Customer email and conversation
    Customer email and conversation

    Your customer's message and earlier replies show the issue and its context.

  • Existing cases
    Existing cases

    Your logged message IDs show whether this email already has a case.

  • Triage rules
    Triage rules

    Your issue categories and escalation rules guide the case priority and next action.

  • Approved replies
    Approved replies

    Your approved wording covers routine requests that need no personal answer.

  • Support lead email address
    Support lead email address

    Your support lead's address directs alerts about critical or upset customers.

Support inbox
Support inbox

Your support inbox brings in customer messages and sends approved replies or urgent alerts.
Support inbox
Case tracker
Case tracker

Your case tracker keeps one case per email and shows the team's next action.
Case tracker
Does this email already have a case?YesNo
Skip the email without another case or message
Classify the issue and open a case
Writes
  • Support case
    Support case

    Your team sees the issue, urgency, tone, source email, and next action in its queue.

Is the issue critical or the customer upset?YesNo
Alert the support lead and record the result
Writes
  • Support lead alert
    Support lead alert

    Your support lead gets the case details and email thread link for urgent attention.

  • Support case
    Support case

    Your team sees the issue, urgency, tone, source email, and next action in its queue.

Is the request clear and covered by an approved reply?YesNo
Reply in the customer thread and record the result
Writes
  • Customer reply
    Customer reply

    Your customer receives an approved answer in the same email thread.

  • Support case
    Support case

    Your team sees the issue, urgency, tone, source email, and next action in its queue.

Mark the case for human review
Writes
  • Support case
    Support case

    Your team sees the issue, urgency, tone, source email, and next action in its queue.

This Agent reads new support emails and checks for an existing case. It logs new cases, then alerts your lead or sends an approved routine reply. Your team sees the next action in the tracker.

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Google Sheets
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Gmail
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Microsoft Outlook
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Zoom
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Microsoft Excel
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Microsoft Office 365
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Smartsheet
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Zoho Mail
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Front
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Superchat
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Kintone
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Made for your industry

Triage Support Emails is made for businesses in these industries.

Made for your role

Triage Support Emails is made for people in these roles.

Made for your department

Triage Support Emails is made for people in these departments.

How Triage Support Emails works

6 steps, in order, on every run.

  1. Read the support emailRead the new message and its conversation. Skip messages already logged in the shared tracker.
  2. Classify the requestIdentify the issue, urgency, and customer tone using your rules. Leave unclear cases for human review.
  3. Log the support caseAdd a case with a link to the email before sending any reply. Keep the shared queue and issue trends current.
  4. Alert the support leadEmail your lead when an issue is critical or a customer sounds upset. Include the case details and conversation link.
  5. Reply to routine requestsSend a reply in the customer thread when a clear request matches text you approved. Leave other requests for your team.
  6. Record the outcomeUpdate the case with alert and reply results. Record any failed send so your team can follow up.

How to Get Started

Connect your tools

Connect the tools you already use, such as Google Sheets, Gmail or Microsoft Outlook.

11 tools
Set your rules
  • Connect the support mailbox, identify the support inbox or label to watch, and configure its new-message notification with the history cursor.
  • Choose the shared case spreadsheet and columns for message ID, thread link, arrival time, sender, subject, issue, urgency, tone, case status, alert status, and reply status; share its queue and trend views with the team.
  • Set issue categories, critical-priority and upset-customer rules, the support lead's email address, and approved reply text for routine categories.
Launch the Agent

Use safe mode to approve every result before it goes out, or let the Agent run automatically.

FAQs

Frequently asked questions about the Triage Support Emails:

Will it reply to every customer email?

No. You choose reply text for clear, routine requests. Your team reviews unclear cases, and your lead gets alerts for critical issues or upset customers.

What do I need to set up?

You choose the support inbox and shared spreadsheet. You also set issue categories, escalation rules, and routine reply text, then provide your lead's email address.

Where can my team see support cases?

Your shared spreadsheet holds the case queue and issue trends. You choose its columns and share its views with your team.

What happens if a message repeats or an email fails?

The Agent skips messages already in your tracker. If an alert or reply fails, your team sees the failure and needed follow-up in the case.

What happens when the Agent is unsure?

It stops and asks you. The Agent does not guess when it reaches a decision you have not approved.

Can I review its work?

Yes. Every run creates a plain-language log that you can review and export. Logs are kept for twelve months.

What happens if I cancel?

The Agent stops at the end of the billing month and its tool connections are removed. Your run logs remain available for twelve months.

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