Support Ticket Auto-Triage
Watch the support inbox, classify by urgency and topic, route to the right channel, open a ticket, and draft an acknowledgment with a real ETA.
Turns a noisy support inbox into a clean, routed, acknowledged queue in one run. Pulls new customer emails, classifies them by urgency and topic with cited evidence, detects follow-ups so it never double-opens a ticket, routes each to the correct Slack channel and owner, prepares a Zendesk ticket, and drafts a tone-matched acknowledgment reply carrying an ETA pulled from your own SLA targets. Everything stages for review — no reply is auto-sent, no ticket auto-created, and no Slack post goes out until you approve.
How it runs
Multi-agent orchestration — here's the flow, step by step.
Recall the account's taxonomy, urgency tiers, routing map, and SLA targets, then pull new/unactioned support emails from the connected inbox for the window.
inbox scannerLoad the currently open ticket set from the support tool so incoming mail can be matched against existing conversations.
support scannerAssign each email a topic and an urgency tier (P1-P4) with a cited evidence phrase and a rationale.
ticket classifierScore emotional register, detect escalation language, and raise effective priority for angry/churn-risk messages with a stated override reason.
sentiment analyzerRun duplicate/follow-up detection against open tickets by thread ID and fuzzy subject; flag unresolved matches for human confirm.
triage routerResolve each net-new record's destination channel + suggested owner from the routing map; validate channels exist.
task routerPrepare staged create-ticket payloads for net-new emails and update-comment payloads for follow-ups; execute on approval and capture ticket IDs.
zendesk support operations agentPost routing notification cards to the mapped channel (and escalation channel for P1) on approval, with ticket link and owner mention.
slack channel operations agentDraft a tone-matched acknowledgment per ticket confirming receipt, restating the issue, and stating the tier's ETA.
customer email responderFinalize acknowledgment subject and body, verify the ETA matches the assigned tier, and stage as a threaded Gmail draft.
email writerAssemble the triage batch table, per-ticket cards, routing map, drafted replies, and duplicate/gap list into the review brief.
report formatterHold the approval gate, sequence the run, throttle API calls, release staged actions on approval, and persist the run to memory.
workflow orchestratorRequired Agents
12- inbox-scanner
- support-scanner
- ticket-classifier
- sentiment-analyzer
- triage-router
- task-router
- zendesk-support-operations-agent
- slack-channel-operations-agent
- customer-email-responder
- email-writer
- report-formatter
- workflow-orchestrator
Connections
Required
Optional
What it does
- AI urgency + topic classification with cited evidence per email
- Sentiment-driven priority overrides (angry/churn-risk auto-escalate)
- Duplicate and follow-up detection against open tickets
- Priority routing to the right Slack channel + owner
- Auto-open or update Zendesk tickets (staged for approval)
- Tone-matched acknowledgment drafts with a real ETA
- P1 dual-route to escalation channel
- Memory-backed taxonomy, routing map, and SLA targets that improve each run
Example prompt
Go through my support inbox from the last day, figure out what's urgent, route each ticket to the right Slack channel, open tickets in Zendesk, and draft a reply to each customer with an ETA.
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