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Auto-Triage and Route Incoming Support Tickets

Classify new Zendesk/Intercom tickets, route to the right team, escalate urgent ones to Slack, and file Linear bugs for product issues.

Best forEcommerceB2BSaaSServices
Agents10 required
Duration3-6 minutes

Pull the newest unassigned tickets from Zendesk or Intercom and turn each into a routable decision: type (bug / billing / how-to / feature / account / security), a composed urgency score, and a proposed team. Tickets over the escalation threshold are queued for a Slack post, product bugs are queued as Linear issues (linked to an existing issue if it's a duplicate), and the Zendesk priority/assignee/tags are set on approval. Nothing writes to any system until you approve the batch, and re-runs skip anything already routed via a persisted dedupe key.

How it runs

Multi-agent orchestration — here's the flow, step by step.

01

Pull new/unassigned Zendesk or Intercom tickets in scope and capture the full record per ticket

support scanner
01

Run the idempotency gate — check each ticket's dedupe key against processed-tickets memory and skip already-routed ones

support scanner
01

Load routing map, escalation threshold, and Slack/Linear destinations from memory and confirm run config

workflow orchestrator
02

Classify each ticket by type (bug/billing/how-to/feature/account/security) with a confidence band

ticket classifier
02

Score tone/frustration per ticket and flag churn, legal, or press signals

sentiment analyzer
02

For bug-typed tickets, search helpdesk + Linear for a known/duplicate defect and cite the source

web researcher
03

Map each classified ticket to a destination team and suggested Zendesk priority; tag unmapped types needs-human

triage router
03

Stage the two side-channel actions — Slack escalation for urgent tickets and a Linear bug for product issues

task router
04

Assemble the triage table, routing cards, escalation queue, and proposed bugs into the review package for approval

report formatter
04

On approval, apply routing/priority/tags via zendesk_update_ticket, file the Linear bug, and write the issue key back as an internal note

zendesk support operations agent
04

On approval, post each escalation to the configured Slack channel

slack channel operations agent
04

Persist each executed action's dedupe key on success and emit the final staged-action receipt

workflow orchestrator

Required Agents

10
  • support-scanner
  • workflow-orchestrator
  • ticket-classifier
  • sentiment-analyzer
  • web-researcher
  • triage-router
  • task-router
  • report-formatter
  • zendesk-support-operations-agent
  • slack-channel-operations-agent

Connections

Required

gmailhubspotlinearslackzendesk

Optional

hubspotintercomgmail

What it does

  • Reads new Zendesk / Intercom tickets automatically
  • Classifies each ticket by type and confidence
  • Composed 0-100 urgency score with signal breakdown
  • Routes to the right team via a configurable routing map
  • Escalates urgent tickets to a Slack channel
  • Files a Linear bug for product issues (dedupes to existing)
  • Sets Zendesk priority, assignee, and tags on approval
  • Idempotent — re-runs never double-route or double-file

Example prompt

Go through my unassigned Zendesk tickets from today, figure out which ones are urgent, route each to the right team, ping our #support-urgent Slack for anything critical, and open a Linear bug for any that are actual product problems.

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