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Customer Success

Support Ticket Triage

Zero ticket backlog. Every issue routed in seconds.

Automatically classify, prioritize, and route every incoming support ticket with SLA deadlines and escalation flags — so your team only handles what needs a human. Reduce response time by 60%.

Best forEcommerceConsultingProfessional ServicesSaaS
Agents7 required
Duration2-4 minutes

Scans support queue, classifies tickets by category and priority, assigns SLA deadlines, and routes to appropriate teams.

How it runs

Multi-agent orchestration — here's the flow, step by step.

01

Call verslay_recall to retrieve prior triage rules, escalation thresholds, and known issue patterns stored in memory. Scan Zendesk via the connected integration to pull all open and recently updated tickets: subject, body, priority, requester tier, and current status. Produce a raw ticket list as Phase 1 output.

support scanner
02

Consume Phase 1 ticket list. Classify each ticket by category (bug / feature request / billing / onboarding / account access / other), urgency tier, and affected product area. Flag tickets requiring immediate escalation. Pass classified list to sentiment-analyst.

ticket classifier
02

In parallel with ticket-classifier, call verslay_reddit_search on the product name and known bug keywords to surface any community-reported issues that may not yet be in Zendesk. Call verslay_web_search for public outage reports or known incidents. Attach external signal notes to the ticket batch and pass to kb-generator.

sentiment analyst
03

Consume Phase 2 classified ticket list and Phase 2 external signals. Identify the top 5 recurring issue categories by ticket count. For each category, draft a knowledge base article outline: problem description, root cause hypothesis, and recommended resolution steps. Cross-reference verslay_web_search for existing public documentation on each issue. Produce a KB draft bundle for Phase 4.

kb generator
04

Consume Phase 2 classified tickets and Phase 3 KB category list. Calculate ticket volume by category, average time-to-first-response, and escalation rate. Call verslay_chart_create to produce a ticket category distribution chart and a priority-tier breakdown chart. Assemble a synthesis package for Phase 5.

data analyst
05

Consume Phase 2 escalation-flagged tickets. Create or update Zendesk tickets for critical items, assign to the correct agent queue based on category, and add internal notes with triage rationale. Pass a routing log to distributor.

task router
05

Receive Phase 4 analysis package, Phase 3 KB drafts, and Phase 5 routing log from task-router. Call verslay_memorize to store updated triage rules and top issue patterns. Distribute the full triage report — volume charts, escalated ticket list, and KB draft bundle — to the configured support team Slack channel or email. Confirm delivery.

distributor

Required Agents

7
  • support-scanner
  • ticket-classifier
  • sentiment-analyst
  • kb-generator
  • data-analyst
  • task-router
  • distributor

Connections

Required

zendesk

What it does

  • 9-category ticket classification
  • P1-P4 priority assignment
  • SLA deadline calculation
  • Team routing
  • Escalation detection

Example prompt

What time window for the triage (today, this week, last 48 hours)? I will classify by urgency, category, and customer tier, auto-assign P1-P4, draft quick responses for common P3-P4 issues, and escalate P1/enterprise tickets.

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