How Northwind cut ticket triage from 40 minutes to 4 seconds
A support team of nine, three products and one shared inbox. Here is what their first workflow looked like and what changed after.
By
Daniel Reyes
Northwind's support lead spent the first forty minutes of every shift reading new tickets and dragging them into queues. It was the most senior person on the team doing the least interesting work.
The workflow
Trigger: a Zendesk ticket is created. Step one: read the ticket and the customer's last three conversations. Step two: classify urgency P1 to P4 using the team playbook in Notion. Step three: if refund, chargeback or lawyer is mentioned, stop and ask. Otherwise set priority, assign the queue and leave an internal note with the reasoning.
What changed
Triage takes four seconds. The lead reads the notes instead of the tickets, and edits about one classification in twenty. Those edits feed the next runs. First-response time dropped by a third, mostly because the right person saw the ticket first.
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