Support Ticket Triage Agent
Adrian Arce Every incoming support ticket is classified, prioritized, and routed to the right team — before a human reads it.
Your support team wastes time on tickets that shouldn't be in their queue. Wrong team, wrong priority, wrong language — manual triage is slow, inconsistent, and doesn't scale. This solution connects Claude to your helpdesk — it reads every incoming ticket, classifies by category, urgency, and sentiment, and routes it automatically. Your agents open their queue and find work that's already organized.
- Ticket Classification — Categorizes every ticket by issue type, urgency, and customer sentiment automatically.
- Smart Routing — Sends tickets to the correct team or agent based on classification rules you define.
- Sentiment Detection — Flags frustrated or at-risk customers for priority handling before they escalate.
- Multi-Language Support — Reads and classifies tickets in multiple languages without separate queues.
- SLA Tagging — Marks tickets with the appropriate SLA tier so deadlines are visible from the moment of arrival.
- Escalation Alerts — Notifies team leads immediately when a high-severity ticket arrives.
- 200 tickets arrive on a Monday — every one is classified and in the right queue before your team's shift starts.
- A frustrated customer submits a complaint in Spanish — detected, flagged as high sentiment risk, and routed to a senior agent automatically.
- A billing issue is mistakenly sent to technical support — reclassified and rerouted without human involvement.
- Claude connects to your helpdesk platform (Zendesk, Freshdesk, Intercom, or similar).
- Every incoming ticket is read and classified by category, urgency, and sentiment.
- Routing rules direct each ticket to the correct team or individual agent.
- SLA tags and escalation alerts are applied based on classification output.
- All routing decisions are logged for performance reporting and rule refinement.
$5,000 – $15,000
Helpdesk integration, classification rules, routing logic, and escalation setup. Multi-language configuration and SLA tagging included. 30 days post-launch support.
Price varies based on ticket volume, number of routing destinations, and language requirements.
Hiring more support staff to handle volume is not a strategy. Neither is making your best agents spend half their day sorting tickets. This solution absorbs the routing layer entirely so your team focuses on resolution, not administration.