How to Build An AI Support Ticket Triage Workflow
An Agentic workflow that orchestrates ticket classification and resolution, ensuring safe production deployment.
Connectors and tools
Notion
Zendesk
Slack
Created by
xpander.ai
Built for
Enterprise support operations teams
Technical leads and developers
Organizations scaling AI adoption
Challenge
Enterprise support teams often struggle to manage the overwhelming influx of repetitive tickets across disconnected tools, leading to operational bottlenecks and delayed resolution times. By utilizing autonomous AI agents to handle the orchestration of ticket classification and knowledge retrieval, this workflow eliminates the manual overhead of routine support. This allows teams to achieve automation for the majority of requests while ensuring safe production deployment, streamlining the support lifecycle from integration to resolution.
How the workflow works
Below is how the workflow works:
1. Ticket ingestion: The agentic workflow detects a new support request via integration with enterprise platforms like Zendesk, triggering the automation sequence.
2. Autonomous classification: The workflow orchestrates a classification step to determine the ticket type (billing, bug, or general) and applies guardrails to ensure safe, production-grade handling.
3. Context retrieval: The autonomous workflow searches your knowledge base tools (e.g., Notion) for best practices and relevant historical data to formulate an accurate response.
4. Resolution and deployment: For solvable queries, the agent deploys a customer-ready email response automatically. Complex issues trigger an escalation workflow to Slack for human management, ensuring efficient support operations.
Key benefits
- Intelligent tickets orchestration: The agentic workflow features advanced orchestration logic that dynamically routes tickets based on intent (billing, bug, or general). This ensures that every request follows the best path to resolution, whether that’s an automated reply or human escalation
- Safe production deployment: Built with best practices in mind, the workflow includes a guardrail node that validates every response. This ensures it can be safely deployed into production, mitigating the risk of hallucinations or inappropriate customer interactions.
- Seamless tool integration: The agentic workflow acts as a central hub, offering deep integration with your existing stack—connecting ticket sources like Zendesk with tools like Slack and knowledge bases like Notion. This unifies disparate systems into a cohesive workflow.
- Autonomous knowledge retrieval: Instead of relying on static templates, the autonomous workflow actively searches your internal documentation to build context-aware responses. This mimics the behavior of a human agent, ensuring high-quality answers derived from your organization's collective knowledge.
