To triage support requests, collect them through one form with a few structured questions, let AI assign a category and priority, and route urgent ones straight to the people who can fix them. You can do all three on Qwenvo for free, without a helpdesk.
Triage means three decisions
- What is it? Bug, billing, how-to, outage, request.
- How urgent is it? Someone locked out of their account this hour is not the same as a feature idea.
- Who owns it? The person who can act, not whoever checks the inbox first.
A form can make the first two decisions easier before any AI is involved, and AI helps with what is left.
Build the intake form
- Start from the support ticket form or, for internal requests, the IT support request.
- Keep structured questions at the top: Dropdown for product area, Multiple choice for how many people are affected, Email for the reply address.
- Add a Long answer ("What happened, and what did you expect?"). This is the text the AI reads.
- Add a File upload for screenshots. Files can be up to 1 GB each.
- Use conditional logic to ask follow-ups only when needed, for example a "Which order number?" field only for billing issues.
Switch on triage and routing
In the form's Settings, open AI triage and turn on Triage submissions with AI. Every request then gets a category, a priority of low, normal, high or urgent, a sentiment, a short summary and a suggested reply.
Add routing rules next. A pattern that works for small teams:
- Urgent, any category: a Slack channel the on-call person watches.
- Category bug report: the engineering email list or Linear, through the integration.
- Category billing: the finance inbox.
- Everything else: the shared support inbox.
Setup steps are in routing submissions to Slack and email.
Close the loop with the customer
Turn on confirmation emails so people know the request arrived. The suggested reply in each submission saves typing on common cases, but edit it before you send it: it is a draft, and a person should confirm it is correct for that customer.
Rules that keep triage honest
- Keep a human check on anything marked low. A calm message can describe a serious problem.
- Review a sample of last week's tickets and compare AI priority with the priority your team would have set. Adjust your questions, not just your rules.
- Say in the form what response time you can really meet. An urgent label does not create staff.
Where a dedicated helpdesk does better: assigning tickets to people, tracking status, SLAs and threaded conversations. Qwenvo is the intake and the triage, and you can send submissions to Linear, Airtable, Notion, Zapier or Make to continue the flow there.
Questions that make triage easier
Good triage starts with the form. These questions give the AI, and your team, something concrete to work with:
- What were you trying to do? Shows the goal, not just the symptom.
- What happened instead? The actual problem.
- Is anyone blocked right now? Multiple choice: yes, partly, no. A quick urgency signal.
- How many people are affected? Just me, my team, all our customers.
- When did it start? A Date block helps spot a problem tied to a release.
A first week plan
On day one, publish the form and run ten real or realistic requests through it. On day two, compare the AI labels with what your team would have chosen. On day three, adjust the questions and routing. Then run the form live for a week and review the labels each Friday. If you are happy after that, keep the routing. If not, simplify the rules and rely more on your own structured questions.
Questions people ask
Can this replace Zendesk?
For a small team with a form-based inbox, it can cover intake and prioritising. It is not a full helpdesk with ticket statuses, so check what your team really needs.
Will AI mark everything urgent?
It can be wrong in both directions. Test it on 20 real past requests before you trust the routing.
How many requests can it triage?
Up to 10,000 submissions a month per account.
Next step: copy the template, turn triage on and send a test. Read the full feature in AI form triage.
Every feature, $0, no card.
Triage support requests free