Support Ticket Triage & Severity Router form template
A structured intake form scores each request by impact and urgency into a severity level. Critical, production-down issues jump straight to an emergency-response page, while routine questions are pointed at self-service — cutting resolution time and protecting your SLAs.
What’s in the box
Severity scoring
Impact plus urgency computes a severity score that drives the routing.
P1 fast lane
Production-down, many-users-affected tickets jump to emergency response.
Deflection built in
Low-severity 'how do I' questions are routed toward help docs first.
Perfect for
- SaaS support
- IT service desks
- DevOps on-call
- B2B account teams
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