TicketSort

Reads tickets and reviews from a spreadsheet, sorts them by topic and urgency and drafts a reply for each one. Replies come from reply templates picked by topic and urgency, with the customer's name and order number filled in; no AI is involved, and you can edit the templates below. Files are read in your browser and never uploaded.

File

Tickets and reviews (.xlsx or .csv) Drop a file or click. Columns: id, date, channel, customer, rating, subject, message. Only message is required.

As of Sign replies as

Topics by urgency

Click a topic to filter the queue.

Queue

Message

Pick a message in the queue.

Reply templates

Each suggested reply is put together from these texts: greeting, an opening when the case is urgent, the text for the topic, the response time for the urgency and the sign-off. Placeholders: {name} first name, {customer} full name, {order} order number, {team} who signs. Text in square brackets is left out when its placeholder is empty, and [a|b] uses b instead. Saved templates stay in this browser.

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Preview with the selected message

Load templates (.json)

How urgency is scored

Safety words (smoke, sparks, burn, shock, injury) make it critical straight away.
Threat to escalate (chargeback, lawyer, consumer protection) +40. Money taken in error (charged twice, unauthorized) +30.
Repeat contact (still, again, no reply) +15, and +15 when the same customer has written before.
1-star rating +20, 2-star +10, and +10 more when the review is public.
Waiting over 2 days +10, over 5 days +20. Asking for urgency or angry tone +10 each.
Topic base: cancellation 15, product problem 10, delivery, billing and account 5.
Critical from 70 points, high from 40, medium from 15. Praise and suggestions stay low unless something else pushes them up.
A message that does not say what it is about ("following up") takes the topic of the same customer's earlier message.