Customer service
Ticket Classification Agent
Routes and prioritises every ticket the moment it lands
Included in Starter Automation and above · Typically live in 1 to 2 weeks
The problem it solves
Misrouted tickets bounce between queues while the customer waits.
The agent reads each ticket, classifies the type, urgency and product area, routes it to the right queue and flags anything that looks like churn risk.
What it does
- Type, urgency and product classification
- Routing to the right queue
- Churn and escalation risk flags
- Duplicate detection
- Reporting on volumes by theme
Example workflow
- 1Ticket arrives
- 2Agent classifies and prioritises
- 3Ticket routed to the right team
- 4At-risk cases flagged to a manager
- 5Themes reported weekly
Business outcomes
- Faster first response
- Fewer transfers per ticket
- Clear view of demand by theme
Typical integrations
Zendesk Freshdesk Jira Service Management Slack
Using something else? Most tools with an API can be connected — tell us your stack and we will confirm.