Every great support experience starts with triage. It’s the moment a message comes in and your team decides what happens next. Without structure here, things fall through the cracks—tickets go unassigned, customers wait too long, and internal ownership gets fuzzy.
The Cuppa Method makes triage a deliberate and lightweight step. As new emails arrive, they can be quickly sorted, prioritized, and assigned. Clear visibility into who owns what ensures nothing sits idle. Instead of letting messages pile up, teams can move through the inbox with purpose—routing issues to the right person on the first try.
Unlike live chat, email gives you breathing room. Triage helps your team use that time wisely. Whether it's a product bug, a billing question, or general feedback, the goal is always the same: identify what needs to be done and make sure the right person is on it.
When triage is done well, it sets the tone for everything that follows—faster replies, better collaboration, and fewer missed opportunities to help your customers.
Up next: Resolve as a Team
