Recipe
Customer email triage
Classify every inbound support email by intent and urgency before it hits the queue.
Intent tags
billingBilling / subscription
licenseLicense key / activation
crashCrash / loader failure
detectionAV / EDR false positive
featureFeature request
onboardingSetup / first run
accountAccount access
otherUncategorized
Urgency tiers
P0 — Critical
Loader is down for multiple paying users. Escalate immediately.
P1 — High
Single user blocked from using the product. Respond within 4 hours.
P2 — Normal
Question, feature request, or non-blocking issue. Respond within 24 hours.
P3 — Low
Nice-to-have feedback. No SLA.
Quick rules
- If the subject contains “crash” or “blue screen” → tag crash, P0.
- If the body mentions “license” or “key” → tag license, P1.
- If the sender domain is a corporate AV vendor → tag detection, P1.
- Everything else → tag other, default to P2.