Support Ticket Routing Agent With Confidence and Fallbacks
Design a router that assigns tickets to the right team and says when it is unsure.
Added October 15, 2026. Written with AI assistance and checked for clarity and placeholders; not reviewed by a lawyer, accountant, clinician or other professional. How these prompts are made
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Design a ticket-routing agent for [HELPDESK_OR_TEAM]. Teams and what each handles: [TEAMS_AND_SCOPE]. Ticket fields available: [TICKET_FIELDS]. Priority rules: [PRIORITY_RULES]. Volume and acceptable misroute rate: [VOLUME_AND_ERROR_RATE]. Specify: input normalisation, classification into team and priority, a confidence score with thresholds (route, route with flag, send to triage), and a one-line reason that quotes the ticket. Provide a decision table with rules for known tricky cases (billing complaint with a bug, security report, request that spans two teams, VIP customer, duplicate ticket). Write the classification prompt, the output JSON schema, and a feedback loop where agents mark misroutes and the weekly review groups the reasons. List twenty test tickets by type, including empty or non-English ones, abusive ones and tickets containing sensitive data, and the expected action. Add a monitoring table of metrics (misroute rate, time to first assignment, triage share) and thresholds that trigger a prompt review. Add a worked example: a ticket reading 'I was charged twice and the app crashes when I try to see the invoice' should be routed to billing with a flag for engineering, with confidence 0.62, which falls in the 'route with flag' band, and the one-line reason the agent writes quoting the ticket.
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Ticket: 'I was charged twice and the app crashes when I try to see the invoice.'
Output: {"team": "billing", "flag": "engineering", "priority": "high", "confidence": 0.62, "reason": "'charged twice' points to billing; 'app crashes' suggests a bug", "action": "route with flag"}
Band: 0.62 is between 0.5 and 0.8, so route with flag rather than to triage.
Ticket: 'help' (confidence 0.20) goes to triage with the reason 'no detail'.
Weekly review: misroutes marked by agents are grouped by reason; if more than 5 percent of tickets are misrouted, review the prompt.Illustrative only, made-up data. Your results will differ and must be reviewed.