Everything is urgent. So nothing is.
The scenario:
When every ticket is urgent, your team firefights all day and the real emergencies wait behind the noise.
The fix is a simple, written triage rule that decides priority before a human gets emotional about it. Clear rules end the daily argument about what to do next.
The prompt:
You are building a ticket triage system for my managed service provider.
Works in any AI tool.
Context:
Team size: [number of engineers]
Typical ticket volume: [per day or week]
Who escalations go to: [roles]
Build:
A priority matrix with 4 levels
For each level: what qualifies, target response time, target resolution time, who it escalates to
A one-paragraph summary to pin above the desk
Base priority on business impact and number of users affected, not on who shouted loudest.