How to use the Support triage board template

Start a board from it
Use this template opens a new Freero board with the Support triage board template on it (sign up free first). On a board you already have, open Templates in the toolbar and search for “Support triage board”.
Follow the instruction on the board
“Only tickets that need more than one reply go here. Review the board at stand-up, oldest first, and move each card on or say why it is stuck.”
Fill in each part
- Board rules How we keep the queue moving.
- Support triage board Columns: New · Investigating · Waiting on customer · With engineering · Solved this week
Bring your team and your agents
Invite people to the board or share a link, and work on it together live. The timer is in the top bar, private mode and voting in the board menu, and Claude or ChatGPT can join through Freero’s MCP server.

Work on it with an AI agent

Connect an assistant once and it works on the board with you, with your permissions: by default it reads and proposes, and people decide.

You ask: “Fill in the Support triage board board from these notes.”
What happens It reads the board, then proposes sticky notes for it. Nothing changes until someone on the board accepts them.
You ask: “Group what we wrote into themes and list the actions.”
What happens It proposes clusters with a title each and task cards for the actions, labelled with its name and yours.

Support escalation review
Look back at the tickets that had to be escalated this month, find why they got stuck and fix the causes, not just the tickets.
Support playbook
Write down how your team handles a common kind of ticket: how to spot it, what to ask, what to do and when to hand it on.
Help centre gap review
Find the questions customers keep asking support that your help articles don’t answer, and plan which articles to write or fix.
Customer coverage model
Decide how much attention each group of customers gets, from a named manager to self-service, and what each group can expect.
Negotiation plan
Prepare for a contract negotiation: what you must get, what you can give, what they will ask for and your walk-away point.
Customer onboarding plan
Take a new customer from signed contract to first value: kickoff, setup, training, first results and the first review.