Start with the decision, not the draft wording
Open the oldest or highest-risk work that needs a person. Read the current customer message, category, priority, risk, and AI status before editing the response. A polished draft can still be wrong for the customer, account, or current product version.
Interpret the common states
Filters are a way to organize work, not a replacement for reading the ticket.
- Needs review means a prepared response requires a human decision or additional action.
- Ready for approval means the draft has stronger support, but a person must still inspect and send it.
- Missing knowledge means the available approved sources do not adequately support the answer.
- Escalated means the ticket needs specialist, account-owner, security, billing, or engineering attention.
- Closed is a manual outcome. Automated processing does not close a ticket.
Finish with an explicit outcome
Approve and send, edit and send, request more information, escalate, reject the draft, or close the ticket when the conversation is actually complete. Record why a draft changed when that signal can improve response instructions or reviewed knowledge.