Support email triage¶

A support mailbox treats a forgotten password and a server outage the same way: next in the queue. This workflow reads each email, rates it, logs it against the right customer, replies with honest response times, and pages the on-call engineer when it is urgent.

The Support email triage workflow on the canvas: Support email, then Find customer, then Rate urgency, then Log the ticket, then Acknowledge, then Is it urgent?, then Page on-call

Before you start¶

An inbound email address in BaseCloud for support
Credit for the AI Prompt task

The workflow¶

Step	Task	Type	What it does
1	Support email	Inbound Email	Starts when a support email arrives
2	Find customer	Match to Client(s)	Finds the customer by the sender’s email address
3	Rate urgency	AI Prompt	Answers URGENT or NORMAL for the request
4	Log the ticket	Workflow Note	Logs the request on the customer as a note for the engineers
5	Acknowledge	Email	Tells the sender it was logged and when to expect an answer
6	Is it urgent?	If Statement	Continues only for urgent requests
7	Page on-call	SMS	Texts the on-call engineer

About the variables

Values such as {{task_36376_…}} carry the number of the task they come from, so yours will differ. Do not type them: click into a field and pick the value from an earlier task.

1. Support email¶

Task: Inbound Email. Starts when a support email arrives.

This task has no settings to fill in.

2. Find customer¶

Task: Match to Client(s). Finds the customer by the sender’s email address.

Field	Set it to
Action	`Match to Client`
Find the client by	Contact email = `{{task_36376_from_email}}`

3. Rate urgency¶

Task: AI Prompt. Answers URGENT or NORMAL for the request.

The AI Prompt task named Rate urgency, opened to its settings

Field	Set it to
AI model	`OpenAI · GPT-5 Mini (Balanced)`
What type of analysis do you want to do?	`Custom Prompt`
Output Format	`Text (default)`

Input

Subject: {{task_36376_subject}}

{{task_36376_body_text}}

Prompt

You triage IT support requests. Answer with one word only: URGENT if a whole office or a critical system is down or there is a security incident, otherwise NORMAL.

4. Log the ticket¶

Task: Workflow Note. Logs the request on the customer as a note for the engineers.

Field	Set it to
Action	`Create Note`
Client ID	`{{task_36377_match_client_id}}`
Note Type	`Note`
Priority	`High`
Due Date	`Now`
Tag Users	Tinker Bell, John Darling

Message

{{task_36376_subject}}

From: {{task_36376_from_name}} ({{task_36376_from_email}})
Urgency: {{task_36378_output}}

{{task_36376_body_text}}

5. Acknowledge¶

Task: Email. Tells the sender it was logged and when to expect an answer.

Field	Set it to
Outgoing Email User	Wendy Darling
Client	`{{task_36377_match_client_id}}`
To	`{{task_36376_from_email}}`
Subject	`Re: {{task_36376_subject}}`

Body

Hi {{task_36376_from_name}},

We have logged your request and an engineer is looking at it.

Urgent issues: we respond within 30 minutes

Everything else: within four working hours

Reply to this email to add detail or screenshots.

Neverland IT Support

6. Is it urgent?¶

Task: If Statement. Continues only for urgent requests.

Field	Set it to
Condition	`{{task_36378_output}}` contains `URGENT`

7. Page on-call¶

Task: SMS. Texts the on-call engineer.

Field	Set it to
Client	`{{task_36377_match_client_id}}`
To (phone number)	`+13125550142`
Message	`URGENT ticket from {{task_36377_match_client_name}}: {{task_36376_subject}}. Open your Inbox for the details.`

Make it yours¶

Put your on-call number in Page on-call.
Match by contact_email_domain in Find customer to catch staff who are not contacts yet.
Extend the prompt in Rate urgency with your own definition of urgent.