Support Ticket Routing Agent

Tickets get assigned to the wrong team or delayed.

Tags and routes tickets in real-time based on keywords, language, customer priority, and topic.

Ticket SystemLanguage DetectorPriority AnalyzerTopic ClassifierTeam RouterEmail

Chat with AI Agent

I need to set up an AI agent that can automatically tag and route support tickets to the correct teams in real-time based on keywords, language, customer priority, and topic to prevent delays and misassignment. Please send me an email confirmation when the routing system is active.

I'll help you set up an AI agent for automated support ticket routing! To get this system running, I need to gather some information from you. First, which support platforms or ticketing systems are you currently using? For example, Zendesk, ServiceNow, Freshdesk, or something else?

We're using Zendesk for our main ticketing system, and we also get tickets through our website contact form and direct email to support@techcorp.com.

Perfect! I can integrate with Zendesk and set up monitoring for your email and web form submissions. Now, can you tell me what teams you want tickets routed to? For example, Technical Support, Billing, Sales, etc.?

We have four main teams: Technical Support for bugs and technical issues, Billing for payment and subscription questions, Sales for new customer inquiries, and Customer Success for account management and feature requests.

Great! Those are clear team divisions. For the keyword-based routing, what are some specific keywords or phrases that should trigger routing to each team? For example, what words would indicate a Technical Support issue versus a Billing issue?

For Technical Support: bug, error, crash, not working, login issue, integration problem. For Billing: payment, invoice, subscription, refund, billing, charge. For Sales: demo, trial, pricing, new account, purchase. For Customer Success: feature request, training, onboarding, account review.

Excellent keyword mapping! For customer priority levels, how do you currently categorize your customers? Do you have tiers like Premium, Standard, Basic, or VIP customers that should get different priority handling?

Yes, we have three tiers: Enterprise customers get highest priority, Professional customers get medium priority, and Basic customers get standard priority. We also have VIP tags for special accounts that should always get immediate attention.

Perfect priority structure! What languages do you need the system to detect and route? Should certain languages go to specific team members or just be flagged for language-appropriate handling?

We primarily handle English and Spanish tickets. Spanish tickets should be routed to our bilingual team members: Maria Rodriguez in Technical Support and Carlos Mendez in Customer Success.

Got it! Now I'll need to set up Zendesk integration. Please authorize access through this link: https://auth.zendesk.com/oauth/authorize/techcorp. For the email confirmation when the routing system is active, what email address should I use?

Please send the confirmation to sarah.johnson@techcorp.com. That's my work email and I'll be monitoring the system performance.

Perfect! I have all the information needed to set up your automated ticket routing system. Just to confirm: I'll create an AI agent that monitors Zendesk, your support email, and web form submissions, routes tickets to Technical Support, Billing, Sales, or Customer Success based on keywords, prioritizes by Enterprise/Professional/Basic/VIP tiers, handles Spanish language routing to Maria and Carlos, and sends confirmation to sarah.johnson@techcorp.com. Should I proceed with deploying this automation?

Yes, that sounds exactly right! Please go ahead and deploy the system.

Excellent! Your AI-powered support ticket routing system is now deployed and actively monitoring all your channels. The system will automatically tag and route tickets based on keywords, language, customer priority, and topic classification to prevent delays and misassignment. Sarah will receive an email confirmation once the first tickets start flowing through the new routing system.

How it works

Intake: The system receives incoming support tickets from various channels and immediately begins processing them for routing analysis.
Analysis: The language detector identifies the ticket language while the priority analyzer evaluates customer tier and urgency indicators to determine handling priority.
Classification: The topic classifier scans ticket content for keywords and phrases to categorize the issue type and determine the most appropriate handling team.
Routing: The team router automatically assigns the ticket to the correct department based on the combined analysis of language, priority, and topic classification.
Notification: The system sends an email confirmation to you once the routing is complete and the ticket has been successfully assigned to the appropriate team.

This agent is currently in development.

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Common Questions

An AI Agent is an automated system that can understand instructions, take action, and complete workflows across apps, tools, and blockchains without human input for each step.

ChatGPT gives you answers. ActlysAI Agents actually do the work for you, whether it’s monitoring wallets, sending follow-ups, or managing recurring tasks. No more copying and pasting between tools.

Not at all. You describe your workflow in plain language, and the AI builds and runs it for you. You can manage, edit, and improve workflows with zero technical skills.

Anything from sending sales emails and scheduling meetings to monitoring crypto wallets, claiming airdrops, syncing calendars, tracking expenses, and more. If it’s digital and repetitive, an AI Agent can likely do it.

We’re building integrations with web apps (e.g., Gmail, Slack, Notion, Google Sheets), SaaS tools (e.g., CRMs, marketing platforms), and Web3 services (e.g., Ethereum, Solana, Wallets, DEXs). Support expands weekly.

We don’t share your data. All API keys, credentials, and wallet info are encrypted and controlled by you. Agents only access what’s required for the tasks you assign.

Yes. You can deploy and manage multiple agents for different roles, for example, one for finance tracking, another for customer support, and a third for DAO governance monitoring.

Pricing is still being finalized. We plan to offer a free tier with basic usage, and paid tiers based on agent complexity, execution volume, and integrations.

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