Answer every customer within the hour, even on a small support team

The prompt

Every hour from [9am to 6pm] on weekdays, read new tickets in [Intercom, Zendesk or our support inbox] and new messages in [customer Slack Connect or Discord channels]. Draft an answer for each one from [our help center or docs link] and past tickets. Tag every ticket as how-to, bug, billing or feature request and assign it to [owner per type]. For bugs, file a ticket in [Linear or Jira] with the customer, their plan, the steps to reproduce and a link to the conversation. Do not send any reply to a customer until I or the assigned agent approves, except [question types you allow Viktor to answer directly]. Warn [channel] about any ticket close to missing our [4-hour] first-reply target, and post a summary of the top issues every day at [5pm].

CopyPrompt copied

Words in [brackets] are yours to fill in. Viktor asks for anything else he needs.

What Viktor does

1. 1

   Reads new tickets, support emails and customer Slack Connect or Discord channels

2. 2

   Answers from your help center, docs and past tickets as drafts, or sends by rule for the question types you allow

3. 3

   Tags each ticket as how-to, bug, billing or feature request and routes it to the right person

4. 4

   Files bugs in Linear or Jira with the customer, plan, steps to reproduce and a link to the conversation

5. 5

   Flags tickets about to miss the SLA and posts a daily summary of top issues

How we count the outcome

Drafted answers your team sent, at 5 minutes each, counted at half. Your median first reply time before and after is shown next to it, with no dollar value on speed.

Proof

Works with

Questions