Dispatches
FIG. 19 AI enterprise search → FIG. 18 Athena Python SDK → FIG. 17 Athena Skills → FIG. 16 Web Monitor → FIG. 15 Athena for Operations → FIG. 14 Athena for Analytics → FIG. 13 AI search for your DMS → FIG. 12 Multiplayer AI agents → FIG. 11 Athena Anywhere → FIG. 10 Hey Athena → FIG. 09 Athena for Finance → FIG. 08 What code review becomes → FIG. 07 GTM without a CRM → FIG. 06 The company brain → FIG. 05 Two identical stacks → FIG. 04 Finance builds its own APIs → FIG. 03 Model routing in production → FIG. 02 Knowledge workers don't have GitHub → FIG. 01 Pricing, read from transcripts →
LibraryIT and engineeringStarters
S73

Ticket triage

New tickets grouped by type and severity, with owners. Athena runs it once now, builds a spreadsheet, deck and document, emails all three to you, and then repeats it every weekday, weekly on Mondays, or monthly.

Athena Library

Ticket triage is AI ticket triage that Athena runs on the schedule you pick and emails to you as a spreadsheet, PowerPoint deck and Word document. It is a scheduled starter in the Athena Library, under IT and engineering: new tickets grouped by type and severity, with owners. The files are built in your own templates if you have them, otherwise in your brand. It needs issue tracker connected (Jira).

Needs Issue trackerRuns on a schedule

Built for: IT, security & identity · Engineering & platform · Telecom & software

Contents
  1. 01How to automate it
  2. 02What arrives every run
  3. 03How often it runs
  4. 04The prompt
  5. 05Related starters
  6. 06Why run it in Athena
  7. 07Questions teams ask

01How to automate ticket triage with AI

To automate ticket triage, open this prompt in Athena. It runs once, learns from your feedback, then runs on a schedule and delivers a ticket triage report every time.

  1. Open the prompt in Athena. Use "Open in Athena", or copy the prompt into a new Athena chat.
  2. Let it run once. It asks for anything it can't work out, like which project or queue to triage.
  3. Tell it what to change. Say what to add, cut, or fix. Athena updates the scheduled agent's setup, and your template or brand if it's about the files, so every later run follows your feedback. It tells you what it changed.
  4. Pick a schedule. It keeps running, builds on the last run, and keeps taking feedback.

02What arrives every run?

Built in your Word, PowerPoint, and Excel templates if you have them, otherwise in your brand.

  • A spreadsheet with one row per ticket, with these columns: key, title, type, severity, duplicate of, suggested owner, first response. Each scheduled run adds a dated tab to the same spreadsheet.
  • A PowerPoint deck: with the logo on the title slide, a one-slide summary, a slide per section with a chart wherever there are numbers, and a so-what slide.
  • A Word document: with the logo in the header, the full brief, and every source cited.
  • An email from Athena to your own address with the three files and a short summary. If Athena cannot send email in your workspace, it says so.
FIG. 01 / HOW IT RUNS01SetupNeeds Issue tracker.Athena asks for anythingit cannot work out.02ScheduleRuns once now.Then weekday, weekly ormonthly, in your timezone.03FilesSheet, deck and docin your templates orbrand.04EmailSent after every run.Each run adds a datedtab.FIG. 01 / HOW IT RUNS01SetupNeeds Issue tracker. Athena asks for anythingit cannot work out.02ScheduleRuns once now. Then weekday, weekly ormonthly, in your time zone.03FilesSheet, deck and doc in your templates orbrand.04EmailSent after every run. Each run adds a datedtab.
FIG. 01Ticket triage from first run to scheduled delivery.

03How often does it run?

Every weekday at 7am, weekly on Mondays at 7am, or monthly on the 1st. When the first run finishes, Athena asks which schedule you want and which sections to keep, and confirms your time zone. A scheduled agent then runs the same brief, reads the latest dated tab before each run, and reports only what changed. It says plainly when nothing material changed, and says when a comparison is not available.

04The prompt

Copy the prompt into a new Athena chat and send it.

Triage new tickets in our issue tracker. Ask me which project or queue. Group them by type and severity, find duplicates, suggest an owner and a first response for each, and flag anything blocking people today. Deliver three files in my company's brand. If I have Word, PowerPoint, or Excel templates in Athena, ask once which to use and build every file from them, keeping their layouts, styles, and formulas. For the brand, use my company's design system if one exists. Otherwise find my company's website (search the web if you are not sure of the domain), run design_system_retriever on it to get the real logo, colors, and fonts, and save the result with create_design_system so every run matches. Use the real logo image; never redraw it or type the company name in its place. The files: (1) a spreadsheet with one row per ticket (key, title, type, severity, duplicate of, suggested owner, first response); (2) a PowerPoint deck with the logo on the title slide, a one-slide summary, a slide per section with a chart wherever there are numbers, and a so-what slide; (3) a Word document with the logo in the header, the full brief, and every source cited. Brand colors and fonts throughout, one idea per slide, no walls of text. Finish with a short summary in chat that links all three. When each run finishes, this one included, email me the three files from Athena: send them to my own email address with the chat summary in the body. If Athena cannot send email in this workspace, say so instead. When you are done, ask me how often I want this: every weekday at 7am, weekly on Mondays at 7am, monthly on the 1st, or not now. Also ask which sections to keep and confirm my IANA time zone (for example America/New_York), and pass it explicitly when creating the schedule. If I choose a schedule, set up a scheduled agent that runs this same brief on it, keeps the spreadsheet asset ID and any template IDs in its instructions, reads the latest dated tab before each run, and reports only what changed since the last run. It says plainly when nothing material changed, and says comparison is unavailable if the prior tab cannot be read. Each run adds a dated tab to the same spreadsheet and makes a new dated deck and document. Whenever I give feedback on a run, in this chat or a later one, update the scheduled agent's instructions (and the template or design system when the feedback is about how the files look) so every later run follows it, then tell me exactly what you changed.
Open in Athena

Opens a new Athena chat with this prompt ready to send. If you're not signed in, you'll sign in first and land in the same chat.

All it and engineering starters →

06Why run it in Athena

A chat assistantAthena
What you getText in a chatReal Excel, Word, and PowerPoint files in your templates
Working togetherOne person, one chatYour team and the agent in the same file, live
MistakesRegenerate and start overEvery edit attributed; undo or roll back any change
Next runStarts from scratchBuilds on the last run and on your feedback
Your dataCopy and pasteDocuments, email, and warehouse, under each person's access
Where it runsTheir cloudYours, if you need it
TABLE 1Why run it in Athena: the same prompt in a chat assistant and in Athena.

07Questions teams ask

What is Ticket triage?

Ticket triage is AI ticket triage that Athena runs on the schedule you pick and emails to you as a spreadsheet, PowerPoint deck and Word document. New tickets grouped by type and severity, with owners.

How do I automate ticket triage with AI?

To automate ticket triage, open this prompt in Athena. It runs once, learns from your feedback, then runs on a schedule and delivers a ticket triage report every time.

Can I improve it after the first run?

Yes. Tell it what to change after any run. Athena updates the scheduled agent's instructions, and your template or brand if the feedback is about the files, so every later run follows it.

Does it need any setup?

Yes. It reads issue tracker, so connect Jira with your own account first.

Can it use our templates?

Yes. If you have Word, PowerPoint or Excel templates in Athena, it asks once which to use and builds every file from them, keeping their layouts, styles and formulas.

How does it know what changed?

Each run adds a dated tab to the same spreadsheet. Before a run, the scheduled agent reads the latest tab and reports only what changed since then.

S74Sprint summaryDone, slipped, and blocked, ready for stakeholders.next

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