What it does
An AI Employee reads incoming tickets, applies your tags and priority rules, and routes them. It can resolve defined requests and leave the rest ready for the right person.
AI Workforce / Customer Support
Customer Support
Ticket Triage
AS TICKETS ARRIVE
The problem
Every request lands in one pile. Urgent issues sit next to password resets until someone sorts the queue by hand.
Trigger
Starts as tickets arrive.
Tools and systems
Connections depend on your deployment. Native where available, otherwise through Zapier, an API, or another connection you already use.
- CRM
- Slack
- Zapier-connected tools
What it reads
- Messages in the connected inbox
- CRM records, notes, and fields you map
- Internal alerts and threads you route to Slack
- Records passed through Zapier from tools in this deployment
Actions it can take
- Reply or reach out on the connected channels you allow
- Create or update CRM records with the fields you map
- Notify the team in Slack with a summary
- Hand a next step to a Zapier-connected tool in this deployment
- Hand off to a person when the request is outside the playbook
Human controls
- You own the taxonomy, priority rules, and routing map.
- VIP or legal tickets can skip automation.
- Mis-tags are easy to correct and feed back into the rules.
Workflow steps
- 1A ticket is created from email, chat, or a form.
- 2The AI Employee classifies topic, urgency, and customer type.
- 3It applies tags, priority, and an owner or queue.
- 4Defined requests can be resolved with a reply.
- 5Everything else is waiting in the right place with a summary.
Example use case
Overnight, tickets arrive. Billing questions go to finance with a one-line summary. Outages tagged urgent ping Slack. How-to questions get an FAQ reply. In the morning the queue is already sorted.
Often handled by your AI Customer Support Employee, as part of the broader AI Workforce.
How to customize
This job is configured around your knowledge, hours, approval rules, and the systems in this deployment. Connections depend on the deployment. Native where available, otherwise through Zapier, an API, or another connection you already use.
Related work
Missed-Call Follow-Up
Texts or emails the missed caller right away, finds out what they need, and books a callback or appointment instead of leaving a voicemail pile.
Customer Support
Answers common questions, handles routine requests, and escalates anything that needs a person, around the clock.
FAQ Handling
Answers hours, pricing ranges, service area, and policy questions from your approved knowledge so your team is not repeating themselves.
See What an AI Workforce Could Do for Your Business
Walk through the work your team is already doing, then see which jobs an AI Employee could take on.