SupportTriage OS: Async Customer Support Routing & Macro Library Builder for Solo Founders Who Hate Support

The Problem

Solo SaaS founders on r/indiehackers and HN consistently describe support as the single largest time sink that prevents shipping — they're manually answering the same 12 questions every week but haven't systematized responses because building a macro library feels like a project, not a task. This tool connects to a founder's existing inbox (Gmail, Help Scout, Intercom) and after 30 days of ticket history, auto-generates a ranked macro library for their top recurring issues, a triage routing flowchart, and a suggested first-response time SLA by ticket type — all exportable and ready to hand off to a VA or AI responder.

Target Audience

Solo SaaS founders handling their own support with 10-100 tickets per week who want to systematize before hiring

Monetization Angle

$19/mo subscription; free 30-day analysis to hook founders during their most painful growth phase

Recommended Tech Stack

Why Now

The explosion of vibe-coded micro-SaaS products means more founders than ever are solo-handling support for products they built in a weekend but never built support infrastructure for.

MVP Scope

Connect Gmail, analyze last 90 days of support emails, output a ranked list of top 10 recurring question types with a draft macro response for each — one-click copy.

AI Angle

LLM clusters support tickets by semantic similarity, drafts macro responses from the founder's own past replies to preserve voice, and flags tickets that escalated to churn as high-priority macro candidates.

Primary Risk

Gmail OAuth trust barrier is high for a new tool handling customer data — founders may hesitate to grant inbox access without a strong trust signal like an open-source codebase.

Validation Checklist

• Post 'what percentage of your support tickets are the same 10 questions?' on r/indiehackers and measure the response and pain level
• Offer a manual version — founders forward 90 days of support emails and you deliver a macro library within 48 hours for $49 — validate demand before building
• Survey 20 solo founders: 'if you had a complete macro library and routing flowchart, would you hire a VA for support this month?' to validate the downstream job-to-be-done
• Check HN threads about support automation for solo founders and identify whether anyone has shipped a focused tool here vs. recommending Intercom

Who Would Pay For This

Likely buyers are people already trying to solve this problem with manual workarounds. Start with Solo SaaS founders handling their own support with 10-100 tickets per week who want to systematize before hiring and validate urgency before adding secondary features.

First 10 Users

Find the first 10 users by searching for recent complaints around "indie hacker SaaS" in Multiple Sources, developer communities, GitHub issues, and niche Slack or Discord groups. Offer a concierge version first: manually solve the workflow for a few users, then automate only the repeated steps.

Idea Playbooks

This opportunity also appears in curated IdeaGenius playbooks for builders comparing adjacent markets.

More Developer Search Paths

Why This Idea Has Legs

• Sourced from real discussions and complaints across Reddit and social media
• Cross-checked against recurring demand signals in the IdeaGenius archive
• Difficulty rated Easy — buildable by a solo developer or small team
• Clear monetization path from day one

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