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Automation 05 of 06 · Ticket triage

Amazon customer service triage, with every reply sent by a person.

This module handles Amazon customer service triage across your sales channels. It sorts buyer messages by type and urgency and drafts replies with the order details attached. A person sends every reply. Refunds, replacements and promises always wait for a human.

Ask about this module See the steps
  • 4 automated steps
  • 1 human checkpoint
  • 3 systems
  • Every action logged
Module 05 / 06 Every action logged
  • Amazon buyer messages
  • Shopify
  • Helpdesk
Ticket triage 4 automated · 1 human
  1. Automated: Collect
  2. Automated: Classify
  3. Automated: Draft reply
  4. Person step, You or analyst: Person sends
  5. Automated: Log
Diagram of the systems ticket triage connects, and its steps in order. Orange is the step that waits for a person.

Definition

What is customer service triage?

Customer service triage means sorting incoming buyer messages by what they are about and how urgent they are, so the right ones get answered first. This module collects messages from Amazon, Shopify and your helpdesk, labels each one and drafts a reply with the order and tracking details attached.

Runs alone
Collect · Classify · Draft reply · Log
A person
A person sends every reply. Refunds, replacements and promises always wait for a human.
Systems
Amazon buyer messages · Shopify · Helpdesk
Access
Official APIs only, every action logged
Built in
Autopilot Build, from $6,000 for three modules
Run in
Managed Ops, from $2,000/mo

How it runs

Five steps. Four run on their own.

Step 4 waits for you or an analyst. The other four run on a schedule or a trigger and write every action to a run log.

  • Runs on its own
  • Waits for a person
  1. Step 1, Automated Collect Buyer messages and tickets from every channel.
  2. Step 2, Automated Classify Type and urgency: where-is-my-order, damage, returns.
  3. Step 3, Automated Draft reply Reply drafted with order and tracking details.
  4. Step 4, waits for a person: You or analyst Person sends Refunds and replacements need approval.
  5. Step 5, Automated Log Outcome logged; repeat issues surface weekly.

Your Autopilot Build turns these steps into a written spec for your accounts: triggers, rules and approval points.

What stays with a person

A person sends every reply. Refunds, replacements and promises always wait for a human.

  1. You or analyst Step 4 of 5 Person sends

    Refunds and replacements need approval.

Everything else in the flow runs on its own and is logged. You can make any rule stricter. We do not make money or listing rules looser.

Rules on every module

  • Anything that spends money or changes a listing waits for your approval.
  • Anything unusual goes to an analyst instead of being acted on.
  • Every action is written to a run log you can read.
  • One switch stops every workflow.
  • Official APIs only. No scraping and no browser automation of Seller Central.
How we handle access and data

How you get it

The audit ranks it. A build installs it. Managed Ops runs it.

Ticket triage is one of six modules. Every Autopilot Build puts three of them into production.

  1. 01 · Audit

    Ranks it

    Ops Leak Audit

    $1,500

    10 business daysCredited to your build

    Checks ticket triage against your data and ranks it against the other five modules by payback, effort and risk.

    How the audit works
  2. 02 · Build

    Installs it

    Autopilot Build

    from $6,000

    3–4 weeksTypical range $4,500–$9,000 · fixed scope

    Puts it into production as one of three modules in 3–4 weeks, with its approval step built in.

    What a build includes
  3. 03 · Run

    Runs it

    Managed Ops

    from $2,000/mo

    MonthlyCore plan · 3-month minimum

    Keeps it running: monitoring, fixes and API changes, with an analyst on every exception.

    Compare Core and Plus
Add it to a package Ask about this module

Opens the package builder with ticket triage already picked. Prices in USD.

Related modules

Weigh it next to these.

Every build picks three of the six. The audit ranks them for your business. See all six modules

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  • Settlement reconciliation

    Every settlement line mapped to your books, plus a daily P&L

    Shared systemsAmazon · Shopify / Walmart

FAQ

Ticket triage questions

Still unsure? The audit call is the place to ask. Book an Ops Leak Audit

Does it reply to buyers on its own?

No. It drafts each reply with the order and tracking details attached. A person sends every reply, and refunds, replacements and promises always wait for a human.

Which systems does ticket triage work with?

Amazon buyer messages, Shopify and Helpdesk. Amazon data comes through the official SP-API, with permissions you grant and can revoke at any time. We never log in to Seller Central through a browser.

How do I get ticket triage?

It is one of six modules. The $1,500 Ops Leak Audit ranks all six for your business. An Autopilot Build puts three of them into production in 3–4 weeks, from $6,000. Managed Ops then keeps them running, from $2,000/mo.

Price it before you build it.

The Ops Leak Audit prices the manual work behind ticket triage in hours and dollars and ranks it against the other five modules. $1,500, credited to your build.

Book an Ops Leak Audit Add it to a package
  • Read-only access
  • NDA before data
  • US-hours calls