MCP Prompts for Support Teams: Triage, Follow-ups, and SLAs

Support-team prompt library for MCP workflows. These prompts help you triage queues, create follow-ups, summarize threads, and produce weekly metrics summariesâ€”all with guardrails for customer-sensitive information.

How to Use This Library

Each prompt is ready to copy and paste into your AI assistant:

Privacy Guardrails

Never include PII: Don't include customer names, emails, or account details in prompts
Redact sensitive info: Remove customer data before using prompts
Use task IDs: Reference tasks by ID, not customer names
Summary format: Request summaries without customer details

Ticket Triage Prompts

1. Triage New Tickets

"List tasks in project '[Support Project ID]' with status 'open' created in the last 24 hours from Corcava. Categorize by severity (critical, high, medium, low) based on task title and description. Show me the triage list. Don't update tasksâ€”just categorize."

Output: Triage list with severity categories

2. Assign Tickets

"Assign task '[Task ID]' to '[Support Agent]' in Corcava. Show me current assignee and what will change. Only update after I approve."

Output: Assignment update (with approval)

3. Set SLA Due Dates

"List critical tasks in project '[Support Project ID]' from Corcava. For each, calculate SLA due date (2 hours for critical, 8 hours for high, 24 hours for medium). Show me the list with proposed due dates. Only update after I approve."

Output: SLA due dates (with approval)

Follow-up Creation Prompts

4. Create Follow-up Task

"Create a follow-up task in Corcava: title '[Follow-up title]', project '[Support Project ID]', assignee '[Agent]', due date '[Date]'. Link to original task '[Task ID]' in description. Show preview before creating. Only create after approval."

Output: Follow-up task (with approval)

5. Escalation Task

"Create an escalation task in Corcava: title 'Escalation: [Issue summary]', project '[Support Project ID]', assignee '[Manager]', due date '[Date]'. Reference original task '[Task ID]' in description. Show preview before creating."

Output: Escalation task (with approval)

Thread Summarization Prompts

6. Summarize Ticket Thread

"List comments on task '[Task ID]' from Corcava. Summarize the thread: key points, resolution status, and next steps. Format as a thread summary. Don't include customer PIIâ€”use generic references."

Output: Thread summary (PII-free)

7. Extract Action Items

"Get task '[Task ID]' and all comments from Corcava. Extract action items from the thread. Create follow-up tasks for each action item. Show me all tasks before creating. Only create after approval."

Output: Action items as tasks (with approval)

Metrics and Reporting Prompts

8. Weekly Metrics Summary

"Generate weekly support metrics from Corcava tasks: total tickets, resolved count, average resolution time, tickets by severity, and SLA compliance rate. Format as a metrics summary. Read-only operation."

Output: Weekly metrics summary

9. Agent Performance

"Analyze support agent performance from Corcava tasks: tickets resolved per agent, average resolution time, SLA compliance. Format as a performance report. Don't include customer details."

Output: Agent performance report

10. SLA Compliance Report

"Check SLA compliance from Corcava tasks: list tickets that missed SLA, calculate compliance rate, identify patterns. Format as an SLA compliance report. Read-only."

Output: SLA compliance report

Support Best Practices

Support Team Prompt Patterns

Privacy first: Never include customer PII in prompts
SLA awareness: Always consider SLA deadlines in triage
Traceability: Link follow-ups to original tickets
Metrics focus: Generate regular metrics for team performance
Escalation paths: Create clear escalation workflows

Support Team Prompts

Use these prompts for triage, follow-ups, and metricsâ€”with privacy guardrails

Triage Guide â†’Privacy Guide