Does the AI reply to customers directly?

No. It drafts a grounded suggested reply, but a human support agent reviews and sends it. The workforce speeds up triage and drafting while keeping people on the final word.

How does it decide ticket priority?

The classification agent reads each ticket's content and urgency signals and tags it consistently, so high-priority issues are surfaced and routed first.

Where do the suggested replies come from?

Replies are grounded in your existing knowledge base and past resolutions, so they reflect your real product and policies rather than generic answers.

Middle OfficeCustomer SupportProven workforce pattern

Customer Support Ticket Triage Workforce

A support workforce that reads every inbound ticket, classifies and prioritizes it, drafts a grounded reply for agent approval, and routes complex cases to the right team — cutting first-response time while keeping humans on the final word.

Build this workforce

The problem this solves

Support teams spend hours manually reading, tagging, and routing tickets before anyone can help the customer. First-response times suffer and agents burn out on repetitive triage.

How the workforce works

Step 1
Ticket Classification Agent
Read and categorize every inbound ticket.
Reads each new ticket, determines its topic and urgency, and tags it consistently so nothing is mis-sorted.
Support inboxHelpdesk system
Step 2
Priority Routing Agent
Send each ticket to the right team or queue.
Routes tickets to the correct team based on topic and priority, ensuring urgent issues jump the line.
Helpdesk systemNotification channels
Step 3
Reply Drafting Agent
Draft a grounded response for agent approval.
Drafts a suggested reply grounded in your help content and past resolutions, leaving the agent to review and send.
Knowledge baseHelpdesk system

Frequently asked questions

Does the AI reply to customers directly?: No. It drafts a grounded suggested reply, but a human support agent reviews and sends it. The workforce speeds up triage and drafting while keeping people on the final word.
How does it decide ticket priority?: The classification agent reads each ticket's content and urgency signals and tags it consistently, so high-priority issues are surfaced and routed first.
Where do the suggested replies come from?: Replies are grounded in your existing knowledge base and past resolutions, so they reflect your real product and policies rather than generic answers.