Customer Support Triage Agent
Automatically categorize and route support tickets by intent and urgency
Workflow Steps
Trigger: New Support Request
Monitors email inbox, Zendesk, Intercom, or web form for new tickets
AI Intent Classification
Uses LLM to classify ticket intent: billing, technical, feature-request, complaint, general
Urgency Scoring
Analyzes language patterns to score urgency 1-10. Keywords like 'broken', 'urgent', 'outage' increase score
Route & Assign
Based on intent + urgency, routes to: billing queue, tech support, sales, or general. Critical tickets ping #support-alerts Slack
Send Auto-Reply
Sends templated acknowledgment with expected response time based on priority
Trigger
Incoming ticket from email, chat, or form
Output Sample
Example of what this workflow produces:
{
"intent": "technical",
"urgencyScore": 8,
"priority": "high",
"assignee": "tech-support",
"channel": "#tech-support",
"autoReply": "We've received your technical issue and our team is already looking into it. Expect a response within 2 hours."
}About This Blueprint
This blueprint creates a workflow that monitors incoming support requests (via email, chat, or form), analyzes the intent using AI, assigns a priority level (critical/high/medium/low), and routes it to the appropriate team or individual. It reduces first-response time by 60% and ensures critical issues are never missed.