A customer support kanban board for support teams triaging tickets across tiers and channels in Taskade.
What's Included
- Triage Board: New, In Progress, Awaiting Customer, Escalated, Resolved columns on a Board view
- Tier Swimlanes: Tier 1 (FAQ), Tier 2 (technical), Tier 3 (engineering) with tier-appropriate WIP
- Zendesk Sync: Bidirectional sync with Zendesk, Intercom, or Help Scout — card moves match ticket status
- AI Quality Agent: AI agent scores ticket responses against quality rubric and flags coaching opportunities
- SLA-Breach Automation: When a card sits past SLA, automation pages the lead and the on-call
Why This Template Wins
- Quality reviews systematic: Agent scores 100+ tickets/week — manager coaches on patterns, not single tickets
- SLAs enforced: Pages fire before customers complain — leads catch breaches in real time
- Tier routing fast: New tickets land in the right tier swimlane in seconds via the agent
How to Use
- Clone this template into your Taskade workspace
- Customize tier columns and SLA timers
- Connect Zendesk, Intercom, your support tool
- Train the AI Quality Agent on the team's quality rubric
- Set up automation triggers for SLA-breach paging, escalations, and CSAT pulls
FAQ
Does this work for chat, email, and phone channels?
Yes. Channel becomes a card field — the agent adapts triage to channel norms (chat needs faster first response; email allows longer threads).
Can the agent identify training opportunities?
Yes. Agent reviews failed-CSAT tickets and surfaces patterns indicating skill gaps for team coaching.
What plan supports a 30-rep support team?
Pro ($10/mo annual) handles the team. Business ($25/mo) adds advanced quality and CSAT analytics.
CTA
Try this template free in Taskade. For Zendesk setup, see /learn/automation/automations-execution. Pair with Customer Support Templates. Browse support apps in the Community Gallery.