Software

Resetting support triage for a SaaS team

Support requests were manually tagged and escalated, which made the queue inconsistent during busy periods.

Solution

FutureStream defined triage categories, connected ticket data to Slack notifications, and added draft summaries for agent review.

Results

  • Common requests were routed with clearer ownership.
  • Agents had more context before escalation.
  • The team kept human review for sensitive replies.

The work focused on the parts of triage that already followed rules. Sensitive replies and account decisions stayed with the support team.