Customer service
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Agent
Customer service · Automation
Ticket triage and routing
AI ticket triage and routing for support teams
Every new ticket is tagged, prioritized and sent to the right person or queue, so urgent issues stop sitting in a shared inbox.
01 today
The problem
Tickets land in one shared queue and someone has to read each one to decide who should take it. Urgent problems, like a broken checkout or a burst pipe at a rental, can sit unread behind password resets. Tags are applied inconsistently, so reporting on what customers actually contact you about is guesswork.
02 the run
What the AI does
- Step 1: Reads each incoming ticket from email, web form or chat as soon as it arrives in Zendesk, Freshdesk or Jira Service Management.
- Step 2: Labels the topic, product or property, language and urgency using your own categories.
- Step 3: Spots signs of a serious problem, such as safety issues, outages or an angry repeat contact, and raises the priority.
- Step 4: Routes the ticket to the right team or person based on skills, workload and working hours.
- Step 5: Posts urgent tickets to a Slack or Microsoft Teams channel so someone picks them up straight away.
paused: waiting for a person to approve
03 human in the loop
Where a person approves
Your support lead sets the categories and routing rules and can correct any label in one click. Corrections are reviewed weekly and used to tune how tickets are sorted.
04 after
What changes
Tickets reach the right person first time, urgent ones get seen quickly, and nobody spends the morning sorting the queue. Tags become consistent enough to show which issues come up most.
Results from a real build
[CASE STUDY] We only publish results we can name and check with the client.
see also
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Tell us how your business runs. We'll tell you where AI fits.
A free 30-minute call. You talk, we ask questions, and you leave with a few concrete ideas — or an honest answer that AI isn't the right fix yet.
Working with teams in the United States, United Kingdom and Australia.