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Triage the overnight support queue in Slack

Dash sorts the tickets that arrived overnight into what is routine, what is urgent and what nobody owns, drafts the routine replies for a human to approve, and names the two tickets that should be escalated before the team's first coffee.

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9:41

Dash App 7:45 AM

Overnight queue triaged. 31 tickets since 6 PM yesterday.

Routine, reply drafted · 19 · password resets, export questions, two billing address changes
Needs a person · 10
Escalate now · 2

The two to escalate
One customer has opened four tickets in nine hours, all about the same failing export, and the tone has changed between the first and the fourth. Their renewal is in six weeks.
The second is a single ticket describing data appearing under the wrong account. That is a severity question rather than a support question, so it should not sit in this queue at all.

The 19 drafted replies are held for approval. None have been sent.

👀 3

Felix 8:02 AM

Send the 19. I will take the export one.

Dash App 8:03 AM

19 replies sent. Each one used the current help article, not a cached copy, so the links are live.

The wrong-account ticket is now flagged to the on-call engineer with the account details removed from the channel copy. The customer with four tickets is assigned to you with all four threads merged into one view.