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SUPPORT REQUEST TRIAGE · Workflow idea

Give every new support request a clear next step.

Gather recent messages from a Gmail support inbox, separate requests that still need attention, and prepare an issue summary with suggested labels and priority. Keep the source email available for context and let a support teammate review the proposed issue before it becomes shared team work.

Make it yours See how it works ↓
A Roman aqueduct taking shape from architectural sketch to marble.
A little structure. A clearer outcome.
Starts with
A support request has arrived
Produces
A concise issue proposal with its source email and suggested priority, ready for support review.
Category
Email

01 / The starting point

A clear request.
A useful direction.

A recent message in the Gmail inbox used for customer support

“Triage new support messages into proposed Linear issue details and have a teammate approve each issue before it is added.”
An example request · Make it specific to your team.

02 / The work

5 tasks.
One useful outcome.

Helps support teams organize incoming Gmail requests into consistent work items while preserving the customer’s original message.

  1. Gather recent messages from the support inbox

    Review the intended Gmail inbox and keep each message attached to its proposed work item.

  2. Separate new support requests

    Identify requests that have not been handled, and route unrelated or unclear messages to a person.

  3. Prepare issue details for review

    Suggest a title, description, priority, and labels that reflect the customer’s stated request.

  4. Check the proposal with the original email

    Have a support teammate verify the summary and classification, including whether the issue already exists.

  5. Approve shared work and customer replies

    Add only the exact issue details a teammate has approved. Require review of the exact wording and recipient before any reply is sent.

03 / The result

Something useful.
Something to build on.

A concise issue proposal with its source email and suggested priority, ready for support review.

AmbactiWorkflow folio · 5 steps

Turn Gmail support requests into reviewed Linear issues

Email · Example outcome

The handoff

A concise issue proposal with its source email and suggested priority, ready for support review.

Keep in mind

Messages may be unrelated to support, repeat an existing request, or include sensitive information. Confirm the inbox scope and avoid duplicate processing, verify every proposed title, description, label, and priority against the original, and require a support owner to approve the issue before adding it to the team’s shared work. Approve any customer-facing response before sending it.

04 / Make it yours

Set the brief.
Set the standard.

A few choices shape the work around your team.

Define the support inbox and eligible messages

Choose the inbox and decide how to hold messages that are not clearly support requests.

Set the team’s issue conventions

Document valid labels, priority meanings, and the details needed for an actionable issue.

Protect customer information

Restrict email and issue access to the support staff who need the information for follow-up.

Assign review and response owners

Name who approves issue creation and who checks any outgoing customer message.

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Start with your brief. Make the process your own.

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