Templates
Decision templates for support and operations
16 judgment calls B2B SaaS teams make every day, each written as a decision you can run, test, and adapt: the question, the evidence checks, the inputs it needs, worked examples, limitations, and a starting review policy.
Templates are starting points
Support
Triage, urgency, and escalation for incoming tickets.
- Score
Ticket urgency
How urgently a support ticket needs a response, on a four-level rubric.
- Predicate
Engineering escalation
Whether a support issue needs engineering, or can be resolved by support.
- Predicate
Billing escalation
Whether a billing issue should leave the support queue and go to finance.
- Predicate
Spam detection
Whether an inbound message is spam rather than a real customer contact.
- Score
Customer priority
What priority a request should get, combining urgency with account context.
- Choice
Feature request classification
Whether a message is a bug report, a feature request, a how-to question, or something else.
- Predicate
Support escalation
Whether a conversation should move from a frontline agent to a senior one.
- Score
SLA breach risk
How likely a ticket is to breach its response-time commitment.
Revenue
Routing and qualifying conversations that involve money coming in.
Policy
Decisions where a written policy, and its exceptions, decide the answer.
Customer health
Reading risk and health from messages and account notes.