# Design ticket categories and routing rules

A ticket taxonomy and routing rules that get issues to the right team fast.

- Topic: Customer Support
- Framework: RCTFVV
- Level: Advanced
- Tags: Customer Support, Fill-in Template
- Source: https://www.thinkwithprompt.com/prompts/design-ticket-categories-and-routing-rules

## Prompt

```text
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.
```

## What to fill in

- TEAMS_QUEUES
- CURRENT_CATEGORIES
- PRIORITY_SLA
- SIGNALS
- SAMPLES

Free to copy and use. From ThinkWithPrompt (https://www.thinkwithprompt.com/), a library of 2,663 curated AI prompts.