Ticket Triage
by Envelope
Classifies incoming tickets, searches the knowledge base, drafts responses, and escalates unresolved issues
3 agents
Free
Works with
ZendeskNotion
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Agents in this team
Triage Lead
Head of Support Triage
Owns the support queue, monitors SLA compliance, and makes escalation decisions.
queue managementSLA monitoringescalation decisionsZendesk
Responder
Support Agent
First to touch every new ticket — resolves standard issues using the knowledge base and drafts responses.
ticket responseknowledge base lookupZendeskNotion
Escalation Handler
Senior Support Specialist
Handles complex tickets from the Responder and decides whether to resolve or surface to a human.
complex issue resolutionroot cause analysisZendeskescalation
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