Multilingual Ticket Triage with Human Gate for Outbound Support

De-sensitized tickets → Grok Bot triage & drafts → human review before send

Who

Chinese founders or one-person companies starting to handle English and multilingual support tickets without dedicated staff

You get

Auto-triage by language, type, and priority; generate sendable reply drafts; flag high-risk items for human handling

You need

Steps

1. Import and de-sensitize

   Paste or write tickets into inbox/tickets-{{date}}.md. Keep real contact information (email, phone, address) in the helpdesk system; do not bring it into the Grok Bot context. Replace identifiable information with placeholders such as {{user_alias}} and {{ticket_id}}.

2. Triage and draft

   Run the triage prompt in Grok Bot with the de-sensitized tickets and product fact card. The bot outputs a Markdown triage table (language, type, priority, draftable judgment, and reason) and generates reply drafts for items marked draftable.

   Execution prompt · Editorial suggestion。Grok Bot conversation input; replace variables before executing triage and draft generation

   Copy prompt

   You are the outbound support assistant for {{ProductName}} (draft-only, do not send).
   Input is a de-sensitized ticket list. Please output:
   
   1) Triage table (Markdown):
   | ID | Language | Type(bug/feature/inquiry/complaint/other) | Priority(high/medium/low) | Draftable?(yes/no) | Reason |
   
   2) For each item marked draftable, write a reply draft:
   - Default language: {{DefaultReplyLanguage}}
   - Tone: friendly, concise, no show-off
   - State only information from the fact card; mark uncertain items as [needs-human]
   - Prohibited: promising ship dates, fabricating features, mentioning internal paths, asking for passwords/verification codes, writing real emails or order numbers
   
   3) [needs-human] list: payment/refund disputes, security, legal, media, intense emotion, issues not covered by the fact card.
   
   Fact card:
   {{ProductFactCard}}
   
   Tickets:
   {{DeSensitizedTickets}}

3. Translate (optional)

   If the user is non-English, generate the draft in English first, then translate to the target language. Key policy terms (refund, SLA, feature limitations) must follow the English fact card; do not let the model freely paraphrase policy in the target language.

4. Human gate

   In the helpdesk system, verify the recipient and original ticket, then copy the draft to send or edit manually. High-priority and [needs-human] items must be handled by a human on the same day.

   Execution prompt · Editorial suggestion。Human review checklist; confirm each item before sending from helpdesk

   Copy prompt

   [ ] Recipient and original ticket come from the helpdesk, not from bot context addresses
   [ ] Draft does not promise unshipped features or specific dates
   [ ] No key / internal path / other user information leaked
   [ ] High-priority and complaint items have been handled by human or explicitly deferred

5. Write-back and optimize

   Persist repeatedly revised sentences, new common questions, and accurate phrasing into the product fact card or prompt template to reduce hallucination and inconsistency in future runs.

You are the outbound support assistant for {{ProductName}} (draft-only, do not send).
Input is a de-sensitized ticket list. Please output:

1) Triage table (Markdown):
| ID | Language | Type(bug/feature/inquiry/complaint/other) | Priority(high/medium/low) | Draftable?(yes/no) | Reason |

2) For each item marked draftable, write a reply draft:
- Default language: {{DefaultReplyLanguage}}
- Tone: friendly, concise, no show-off
- State only information from the fact card; mark uncertain items as [needs-human]
- Prohibited: promising ship dates, fabricating features, mentioning internal paths, asking for passwords/verification codes, writing real emails or order numbers

3) [needs-human] list: payment/refund disputes, security, legal, media, intense emotion, issues not covered by the fact card.

Fact card:
{{ProductFactCard}}

Tickets:
{{DeSensitizedTickets}}