Customer Success
AI-Powered Support Ticket Triage and Response Draft
Every open ticket gets a sourced, brand-voice reply drafted into the agent queue — a human just reviews and sends.
Best forEcommerceB2BSaaSServices
Agents11 required
Duration3-6 minutes
A drafting assistant for your support desk, not an autoresponder and not a router. It reads each new ticket, labels its intent and urgency, grounds a suggested reply in your KB and past resolutions, writes it in your brand voice, and stages it as a private internal note in the ticket's agent queue. Nothing is sent to the customer and nothing writes to the helpdesk until you approve the batch — the agent who picks up the ticket simply finds a solid first draft waiting instead of a blank reply box.
How it runs
Multi-agent orchestration — here's the flow, step by step.
01
Pull unanswered tickets from the helpdesk, run the idempotency dedupe (ticket ID + message fingerprint) and the suppression / do-not-contact gate, and normalize each into a candidate record.
support scanner01
Set run config from memory (reply tone, KB sources, intent taxonomy, draft queue target) and confirm scope before any drafting.
workflow orchestrator02
Assign a primary + optional secondary intent per ticket from the account taxonomy, with a cited evidence phrase.
ticket classifier02
Score tone and derive the urgency tier (P1-P4) from business-impact and scope signals, shaping how each draft opens.
sentiment analyzer02
Ground each ticket in KB articles, resolved tickets, and canned-response memory; attach a source to every fact and mark no-coverage tickets best-effort.
web researcher03
Compose the send-ready suggested reply from the customer's question, the intent/urgency/tone, and the sourced material — no invented facts, no placeholders.
customer email responder03
Refine structure and length for the channel and produce the one-line internal draft summary for the queue.
email writer03
Enforce brand voice, sign-off, and sender persona across every draft, all in memory only.
brand voice agent04
Assemble the triage table and per-ticket draft cards into a one-click review package with inline editing.
report formatter04
On approval, post each approved draft as a private internal note (public=false) with a draft-suggested tag into the agent queue — never a public reply, never a route change.
zendesk support operations agent04
Optionally post a 'N drafts ready for review' summary to the configured Slack channel.
slack channel operations agent04
Record each posted ticket's dedupe key into memory as it succeeds so an interrupted run resumes without duplicating, and emit the final receipt.
workflow orchestratorRequired Agents
11- support-scanner
- workflow-orchestrator
- ticket-classifier
- sentiment-analyzer
- web-researcher
- customer-email-responder
- email-writer
- brand-voice-agent
- report-formatter
- zendesk-support-operations-agent
- slack-channel-operations-agent
Connections
Required
hubspotnotionopenaislackzendesk
Optional
notionhubspotslack
What it does
- Intent + urgency classification per ticket with cited evidence
- Replies grounded in your KB and resolved tickets, every fact sourced
- Brand-voice pass so drafts read like your team wrote them
- Posts drafts as internal notes in the agent queue — never public, never auto-sent
- Suppression / do-not-contact gate before any draft is written
- Idempotent by ticket ID + message fingerprint — safe re-runs, no duplicate drafts
- One-click batch review with inline editing before anything writes
- Honest hand-off drafts when the KB has no coverage
Example prompt
Go through my unanswered Zendesk tickets from today, draft a suggested reply for each one using our help center, and put the drafts in the agent queue so my team can review and send them.
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