01 / Customer support

Support ticket triage that gets the urgent ones answered first

Every ticket is categorised, prioritised by customer and issue, routed to the right queue and, when it is a known question, answered from an approved template. Urgent issues reach a person in seconds.

Seconds
for urgent issues to reach a person: 30–50%
of tickets answered from approved templates: Zero
manual sorting at the start of the day

02 / The problem

Support teams spend the first hour of the day reading tickets to decide what they are, how urgent they are and who should take them. Password resets and invoice copies sit in the same queue as an outage report from your largest customer.

First responses are slow because triage is manual, and the urgent tickets wait in line behind the easy ones.

03 / How it runs

How it runs

Ticket arrives
Rules
Email, chat, web form and in-app messages land in your help desk as usual. Nothing changes for your customers.
Categorise
Rules
Form fields, keywords and the product area tag each ticket: billing, access, bug, feature request, outage. You define and refine the categories.
Prioritise by customer
Rules
Plan, contract value and open incidents from Stripe and your CRM set the priority, so your biggest accounts and real outages jump the queue.
Answer or route
Rules
Known questions get a templated answer queued for one-click approval; everything else goes to the right team. Outages page the on-call engineer in Slack.
Learn the gaps
Your decision
Tickets that matched no category are grouped for review each week, so the rules keep up with what customers actually ask.

Rules first, AI only where it helps

Most triage decisions are lookups: who is the customer, which form did they use, does the message mention an outage keyword. Rules handle those instantly and predictably. A language model can draft a reply for the long tail of free-text questions, but it is optional, marked in the run log, and an agent approves every AI-drafted answer before it is sent.

04 / What we need from you

What we need from you

Admin access to your help desk
Customer plan or value data (billing system or CRM)
Your current macros or saved replies

Timeline

Live in three to five days; categories and templates are refined during the first weeks.

Works with

Zendesk
Freshdesk
Intercom
Help Scout
Jira
Slack
Stripe

For

05 / Questions

Questions

Will customers notice anything?

Only faster answers. Tickets stay in your existing help desk, under your brand and your agents' names.

Is anything sent without an agent?

Only if you choose to auto-send specific templates, such as a password reset link. By default every answer is approved by an agent.

Which help desks are supported?

Zendesk, Freshdesk, Intercom and Help Scout out of the box, and others with an API on request.

06 / Related automations

Related automations

Sales

Lead qualification and routing, without the waiting

Every inbound lead, from the website, LinkedIn or an event list, is enriched, scored against rules you define and assigned to the right rep with a first email ready to send, usually within a minute of arriving.

Read the breakdown

Employee offboarding that removes every access, every time

When someone leaves, their access to every connected tool is removed on time, their files and accounts are handed over, equipment is collected and the paperwork is done, with a record that proves it.

Read the breakdown

More use cases in Customer support

Want this running for you?

Book a demo and we will walk through how this would work with your tools.