AI Support Ticket Triage System

A workflow that automates the support ticket intake process by classifying incoming support emails, prioritizing requests, creating support tickets, maintaining records, notifying customers, and escalating urgent issues to the support team.

Support teams often spend valuable time reading, categorizing, prioritizing, and routing incoming emails before any actual problem-solving begins. As ticket volume grows, response times increase, urgent issues can be missed, and support agents spend more time on administration than customer support.

1. 01Customer sends a support email
2. 02Support agent reads the email
3. 03Agent determines the ticket category and priority
4. 04Ticket is manually created in the ticketing system
5. 05Customer receives a response or acknowledgment
6. 06Urgent issues are manually escalated

The same process, redesigned as a single automation. Each step runs without manual intervention.

1. 01Trigger: Customer sends a support email
2. 02AI Analysis: AI classifies the request, assigns a category, determines priority, and generates a summary
3. 03Ticket Creation: A Trello ticket is automatically created with all relevant information
4. 04Logging: Ticket details are stored in Google Sheets for reporting and tracking
5. 05Acknowledgment: Customer automatically receives a confirmation email
6. 06Escalation: High-priority tickets trigger an immediate internal alert email

• Faster support ticket processing
• Reduced manual triage workload
• Consistent ticket categorization and prioritization
• Improved response times for urgent issues
• Automatic customer acknowledgment and communication
• Centralized ticket records for reporting and analysis

These stages are intentionally managed by support staff rather than automation because ticket progression often requires human judgment, communication, and decision-making.