
The Customer Support Automation Playbook: Triage, Routing, SLAs, Knowledge, QA, and Human Handoff as One System
Customer support breaks when automation is added as disconnected patches: a classifier here, a bot there, a few SLA alerts somewhere else. What scales is support ticket automation designed as one system, where intake, triage, routing, SLA timers, escalation and human handoff all share the same data model, the same ownership rules and the same audit trail. This playbook is for ops leaders, support managers and technical teams who want faster responses and lower effort per ticket without losing a




























































































































































































