Design ticket categories and routing rules
A ticket taxonomy and routing rules that get issues to the right team fast.
The prompt
Role: Act as a support team lead standardising ticket categorisation and routing.
Context: Support teams / queues and what they handle: [TEAMS_QUEUES]. Current categories and their problems: [CURRENT_CATEGORIES]. Priority / SLA definitions: [PRIORITY_SLA]. Signals available (channel, product area, keywords, customer tier, sentiment): [SIGNALS]. Sample tickets with the correct handling: [SAMPLES].
Task: Produce: a category / subcategory scheme that is mutually exclusive and covers the samples; routing rules mapping category + signals to the owning queue; priority rules with a worked example per level; a rule for ambiguous or multi-issue tickets; and the sample tickets categorised, routed and prioritised to demonstrate it.
Format: Sections: Category scheme | Routing rules (table) | Priority rules | Ambiguous-ticket rule | Samples worked through.
Verification: Check the scheme has no overlapping categories and every sample maps cleanly; flag signals that are unreliable for routing.
Validation: Test with a multi-issue ticket and a vague one: does the scheme route them sensibly without a human guessing? Refine the fallback rule if not.
Highlighted [brackets] are blanks to replace with your own details.
Fill in the blanks and use this promptMore Customer Support prompts
What to fill in
- TEAMS_QUEUES
- CURRENT_CATEGORIES
- PRIORITY_SLA
- SIGNALS
- SAMPLES
How this prompt is built
This prompt follows the RCTFVV structure (Role, Context, Task, Format, Verification, Validation). RCTFVV extends RCTF with two checking steps. Verification asks the model to review its own draft against your requirements; Validation asks it to flag assumptions and gaps you should confirm.
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