How to prioritize support requests with AI

Not all tickets are equal. Learn how AI can use priority and sentiment to surface the most important support requests first - without manual triage.

February 12, 2026 by DropForm Team

Introduction

Support queues rarely grow in a neat, ordered way. Some users are blocked and angry, some are just asking a quick question, and some are sending general feedback. If every request looks the same in your inbox, it is hard to know what to handle first.

Manual triage works for a handful of tickets. As volume grows, it becomes easy to miss the truly urgent issues. This is where AI can help - by assigning a priority and sentiment score to each request, and letting you work from the top of the list down.

Why prioritization matters

Not all support requests are equal. Consider these examples:

"Billing keeps failing, I cannot upgrade my account."
"Can you share your roadmap for Q3?"
"It would be nice to have dark mode."
"The app is down for my entire team right now."

Treating all of them as "ticket number 1, 2, 3, 4" is a recipe for frustration. Good prioritization helps you:

Unblock users who are stuck or cannot pay
Prevent churn by responding to angry customers quickly
Spend less time on low impact, nice-to-have requests
Give your team a clear, shared view of what matters now

What AI-powered prioritization looks like

With DropForm, every submission can be enriched with two fields that are ideal for prioritization:

priority - LOW, MEDIUM, HIGH
sentiment - NEGATIVE, NEUTRAL, POSITIVE

Imagine these three messages:

"Your app is great, but I would love keyboard shortcuts."
"I am locked out after paying and cannot access my account."
"The dashboard is very slow again today, this is getting annoying."

AI might classify them as:

Feature request - priority: LOW, sentiment: POSITIVE
Critical billing issue - priority: HIGH, sentiment: NEGATIVE
Performance issue - priority: MEDIUM, sentiment: NEGATIVE

Now your support view can simply sort by priority and sentiment, and most of the triage work is done automatically.

How DropForm helps with support prioritization

DropForm treats AI fields as part of the submission, not as a separate system. When AI is enabled for your support form, each new ticket is enriched with:

category - for example BUG or FEEDBACK
priority - LOW, MEDIUM, HIGH
sentiment - NEGATIVE, NEUTRAL, POSITIVE
summary - a short, one line description

You can then:

Filter the DropForm dashboard by priority
Use the REST API to fetch only HIGH priority tickets
Receive priority and sentiment in webhooks and route them in your own tools
Sync AI fields to Google Sheets for reporting

A simple prioritization strategy

A practical way to use AI fields is to combine priority, sentiment, and category. For example:

Handle submissions with priority = HIGH first
Within HIGH, handle sentiment = NEGATIVE before NEUTRAL or POSITIVE
Next, handle BUG tickets with MEDIUM priority
Finally, review LOW priority tickets and general feedback

This keeps you focused on the combination of urgency and emotional temperature, not the order in which tickets arrived.

Example: prioritizing tickets in a webhook handler

Because DropForm includes AI fields in webhooks, you can implement your own logic in a few lines of code. Here is a simplified Node.js style example that routes tickets based on priority and sentiment:

This is just one possible pattern. You can also tag tickets in your help desk tool, push them into different Slack channels, or notify on-call engineers when a HIGH priority BUG arrives with NEGATIVE sentiment.

Getting started

To start prioritizing support requests with DropForm AI:

Create or select your support form in DropForm
Enable AI classification and summarization for that form
Send a few test tickets to see priority and sentiment in action
Sort or filter your submissions by priority in the dashboard
Optionally, use webhooks or Sheets to build your own prioritization views

You do not need to manage models, prompts, or token usage - DropForm handles the AI layer behind the scenes.

Conclusion

Good support is not just about answering quickly. It is about answering the right people quickly. By letting AI assign priority and sentiment to each request, you can focus on the tickets that matter most, without drowning in manual triage.

If you already use DropForm for your support or contact forms, enabling AI is a small toggle that can have a large impact on how your team works through the queue each day.