# Urgent requests first, routine ones drafted. Support triage is an AI ticket triage agent. It reads today's new support requests, sorts each one into urgent, needs a person today or routine using your help notes, and saves a Gmail draft reply for every routine request a note answers. It never sends. Then it posts one Slack list of every request and what happened to it. ## Why does the support queue bury urgent requests? Because requests arrive in order, not in order of urgency. An outage report lands between a password reset and a seat change, and whoever works the queue reaches it when they reach it. Meanwhile half the queue asks questions your help notes already answer, typed out again by hand every time. Without it: - An outage report sitting under ten password resets. - The same answer typed out by hand again. - Pricing questions answered by whoever is free. - Nobody sure what came in today. With Support triage: - Every request sorted by urgency, before the day starts. - Routine replies drafted from your own help notes. - Urgent and sensitive requests left for a person. - Nothing sent until someone presses send. ## How does AI ticket triage sort requests? Three levels from your own routing rules, and a last line for anything that didn't go to plan. ### Urgent Outages, data exposure, security reviews, legal documents and pricing requests. Never drafted; flagged with the reason. For example: Outage, Security review, Pricing. ### Needs a person today Anything no help note clearly answers, or answers only in part. Never drafted. For example: No matching note, Partial answer. ### Routine Questions a help note answers clearly. Each gets a Gmail draft to the sender, from that note alone. For example: Seats, Passwords, How-to. ### Failures and leftovers A draft that failed twice, or requests left over from a very large day, are listed on the last line. For example: Failed drafts, Left over. ## How does AI ticket triage work? Every run follows the same five steps, then posts one list. It drafts, never sends, and only the last two steps write anything. 1. **Finds today's requests** (Tables query, reads): Every new request: customer, sender, subject and message. 2. **Reads your help notes** (Document search, reads): The routing rules, and the note that answers each request. 3. **Sorts each request** (Document search, reads): Outages, data exposure, security reviews, legal and pricing are urgent. 4. **Drafts the routine replies** (Gmail, drafts): To the sender only, from one help note, under 120 words. 5. **Posts the list** (Slack, posts): Every request with its level, and its draft or why a person is needed. When it runs: - Schedule: Weekdays at 9:00, after the morning export - @mention: @support-triage sort what came in since lunch - Webhook: Run when your help desk calls its webhook with a new export ## From one sentence to a sorted queue. Describe the job, let Arclyx draft the agent, test it once on your real requests, create it, then read what lands in #support. Every routine request has a draft waiting in Gmail. Example output in #support, "Support triage · 4 urgent, 0 need a person, 6 routine" (placeholder companies): - Customer A · Urgent · no draft: Everything failing since last night. An outage. Page the on-call engineer. Source: example-a.com/support-inbox - Customer B · Urgent · no draft: Possible personal data in an automated message. Possible data exposure. Needs a person today. Source: example-a.com/support-inbox - Customer E · Urgent · no draft: Asking for education pricing. A pricing request. Needs the account's CSM. Source: example-a.com/support-inbox - Customer F · Routine · draft saved: Wants to add 4 seats. Draft saved from help note H-01, addressed to the sender only. Source: example-a.com/help-notes - Customer G · Routine · draft saved: Asks how to reset a password. Draft saved from help note H-05. A person reviews it and sends it. Source: example-a.com/help-notes 10 requests · 6 drafts saved in Gmail · nothing sent ## One sort, four teams. The same morning list answers a different question for each person who works the queue. - Support agents: Routine replies waiting as drafts, ready to check and send. - Support leads: Every urgent request flagged with why, before 9:15. - On-call engineers: Outage reports at the top, not buried in the queue. - Customer success: Pricing requests flagged for a person, never drafted. ## How do you triage support tickets with AI? Write down what counts as urgent and keep answers to common questions as help notes. Then give an AI agent today's requests: it sorts each one, drafts replies only where a note clearly answers, and leaves the rest for a person. Nothing is sent without you. In Arclyx that's five steps, starting with one sentence. 1. **Describe the job**: One sentence: which requests, what counts as urgent, and where the list goes. 2. **Upload requests and notes**: Today's requests as a CSV table, and your help notes and routing rules as a document. 3. **Connect Gmail**: The agent gets only the tool that creates drafts, so it can't send or delete mail. 4. **Watch a dry run**: Optional. See the sort and every draft it would save before anything is saved or posted. 5. **Schedule it**: Weekdays at 9:00, or @mention it when the queue fills up. The sentence that built it (Schedule, Weekdays, 9:00): > Every weekday at 9, sort today's new support requests into urgent, needs a person or routine using our help notes, save a Gmail draft reply for each routine one a help note answers, never send anything, and post the list to #support. ### Or start from one of these sentences - Urgent only: "Every hour on weekdays, check new support requests and post only the urgent ones to #on-call with the reason." - Straight to me: "Every weekday at 9, sort today's support requests by our help notes, draft the routine replies in Gmail and send me the list." - End of day: "Every weekday at 17:00, sort requests that came in after 9 and draft the routine replies so they're ready in the morning." - Billing queue: "Every weekday at 9, sort today's billing requests, draft replies from our billing notes and flag every refund request for a person." ## AI ticket triage vs filters and triggers. Reading by hand, Gmail filters and help desk triggers each cover part of the job. Here is what each one does, and doesn't, do. | What you need | By hand | Gmail filters | Help desk triggers | Support triage | | --- | --- | --- | --- | --- | | How it decides | Someone reads each one | Search criteria you set | Conditions you set | Reads the message against your help notes | | What it does | Replies one by one | Labels, archives, stars or forwards | Updates the ticket, sends notifications | Sorts, and drafts the routine replies | | Leaves sensitive requests alone | If the reader spots them | No | Only with a rule for each | Yes: never drafts for them | | Sends anything | You do | Forwards, if you set it | Notifications, as set | Never: drafts wait for a person | | What you get | A queue, eventually | Labelled mail | Updated tickets | One Slack list and Gmail drafts | Source: [Gmail Help: create rules to filter your emails](https://support.google.com/mail/answer/6579), checked 24 October 2026. Source: [Zendesk help: about triggers and how they work](https://support.zendesk.com/hc/en-us/articles/4408822236058-About-Zendesk-triggers-and-how-they-work), checked 24 October 2026. ## Is it safe to let an AI agent near your support inbox? It reads your requests and help notes, can only draft in Gmail, and never sends. Every run is recorded and has a spend ceiling by default. ### Every run is recorded - Every step, in order: Every run records the tools it called, with a short preview of each result. Only the person who started a run can open its content. - Every request, accounted for: The list names every request with its level, and counts drafts, failures and leftovers. - What each run cost: Tokens and cost are recorded per run and per agent, next to your plan's limits. - A spend ceiling, on by default: Each run has a dollar ceiling unless you remove it. A run stops before it goes over it, and tells you. ### It can - Read the tables and documents you can access in Arclyx - Create Gmail drafts addressed to a request's sender - Post to one Slack channel you name, message you, or email you ### It can't - Send, delete or label email - Draft for urgent or sensitive requests - Change your tables or help notes - Email anyone but you ## AI ticket triage, answered. ### What is AI ticket triage? Sorting incoming support requests by how fast they need a person, done by an AI agent that reads each message rather than matching keywords. Support triage adds a step: for the routine ones your help notes already answer, it writes the reply as a draft. ### Does it send replies to customers? No. Its only Gmail tool creates drafts, so it can't send. Every draft waits in your Drafts folder until a person reads it and presses send. The Slack list says how many drafts it saved. ### Which requests does it never draft for? Anything urgent or sensitive: an outage, a report that data was exposed, a security review, a legal document or a pricing request. Those go to a person with the reason, and so does anything no help note clearly answers. ### What goes into a draft? Only the answer from the one help note that fits, under 120 words, to the sender of that request and no one else, with 'Re:' and the original subject and your team's sign-off. It doesn't invent policies, prices or promises. ### What if a help note only partly answers a request? It marks the request 'needs a person today' and doesn't draft. A partial answer from an agent is worse than a short wait for the right person. ### Where do the requests come from? An export of today's new requests, uploaded to Arclyx as a CSV table with the request, customer, sender, subject and message. Any help desk that exports to CSV works. Your help notes are one document. ### Can I change what counts as urgent? Yes. The urgent list lives in the sentence and the help notes' routing rules. Add a category, such as cancellation requests, and the next run sorts by it. ### Do I need to write code? No. Describe the job in one sentence. Arclyx drafts the agent, you upload your requests and help notes and sign in to Gmail once, and you can watch a dry run: the drafts it would save are shown to you, not saved. ## Agents that work well with it - [Support digest](https://arclyx.ai/agents/support-ticket-analysis): The week's support requests grouped by root cause - [Inbox triage](https://arclyx.ai/agents/inbox-triage): Unread email sorted into what needs you - [Renewal risk radar](https://arclyx.ai/agents/churn-prediction): Every renewal in the next 90 days, rated [AI for customer support and success](https://arclyx.ai/solutions/customer-support): AI customer service agents that work behind the scenes: the queue sorted, replies drafted for you, renewals at risk rated and every handoff written. ## Early access Build your support triage. One sentence in, a working agent out. Join the beta and we'll set you up. Join at https://arclyx.ai/#join or write to hello@arclyx.ai. Last updated 25 October 2026.