Route support tickets to specialists
Bring help desk automation to your support queue by categorizing each new ticket with AI, applying skills based routing to reach the right specialist, and giving agents AI agent assist with the most relevant knowledge base articles.
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When a new ticket arrives from any channel into [helpdesk/ticketing system], the automation captures the ticket content and pulls customer context from [customer context source, e.g. CRM], uses AI to categorize the issue type and complexity level, and routes the ticket to the appropriate team or agent in [helpdesk/ticketing system] using predefined assignment rules. It then uses AI to analyze the ticket against [knowledge base or previous resolutions repository] to suggest the most relevant articles or solutions that match the issue, delivering these suggestions directly to the assigned agent via [agent notification channel, e.g. ticketing system note, internal chat].
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Problem
Customer support teams receive a high volume of tickets across multiple channels. Support managers manually review and assign tickets to the right specialist based on issue type, product area, and complexity. New support agents spend significant time searching knowledge base articles or escalating issues that could be resolved with existing documentation. This creates delayed response times and inefficient resource allocation.
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Solution
When a new ticket arrives from any channel, the automation captures the ticket content and customer context, uses AI to categorize the issue type and complexity level, routes the ticket to the appropriate team or agent using predefined assignment rules, then uses AI to analyze the ticket against the knowledge base and previous resolutions to suggest the most relevant articles or solutions that match the issue, delivering these suggestions directly to the assigned agent.
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Impact
Customers get answers sooner because each ticket lands with the right specialist and agents resolve more issues on their own instead of escalating.
Benefits
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Faster first response
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Reduced escalation rates
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Balanced specialist workload
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Increased first contact resolution
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Success stories
Adapt at speed with visual-first automation and AI
Make drives efficiencies, solves problems, and speeds innovation by breaking down silos across your business.
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Resolve support inquiries from knowledge base
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Collect satisfaction feedback on resolved tickets
When a support ticket's status changes to resolved in the helpdesk, the automation reads the customer's name, email, ticket ID, and assigned support agent, then emails the customer a satisfaction survey with a link tied to that ticket. It records the survey send on the ticket and adds a row to a feedback tracking sheet with the ticket details and send date.