Support Question Triage for a Small SaaS Team
Small SaaS Team
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Problem / before state
The team was spending too much time reading repeated support questions and deciding which ones needed urgent attention.
Stack used
Support inbox, AI classification, admin review, ticket labels
Scope delivered / what changed
Incoming support messages are categorized into topics such as billing, bug report, setup help, feature request, and urgent issue. The team reviews AI labels before responding.
Reported outcome + measurement context
Reported result: reduced manual ticket sorting time and improved visibility into common customer issues.
Limitations / lessons learned
AI can help classify and organize messages, but it should not send final customer responses without review.