Support inboxes fill faster than any team can read. Tickets sit unsorted, urgent issues wait behind routine ones, and agents burn the first minutes of every ticket re-reading context and copy-pasting boilerplate.
Rules-based routing helps a little, but it can't read intent. A refund demand and a feature question look identical to a keyword filter.
One trigger, a few steps, and an Agent node making the call a static rule can’t — every step recorded so you can see exactly what happened.
- 1TRIGGERWebhook
helpdesk.ticket.created
- 2AGENTTriage
Classify intent, severity, and product area from the message
- 3TOOLcrm.lookup
Pull plan tier and recent orders for the requester
- 4MODELllm.draft_reply
Draft a grounded reply citing the relevant help article
- 5TOOLhelpdesk.update
Set priority + tags, attach draft, route to queue
From new ticket to triaged and drafted
Tickets tagged and prioritized, none skipped
Agents start from a grounded draft, not a blank box