Support Ticket Automation
Classify, prioritise, draft, and deflect support tickets with AI, without losing quality.
Best for: Heads of Support and Customer Success running medium-to-high-volume ticket queues.
The pain
“Ticket volume grows faster than headcount. Classification is manual. First responses are slow. The same simple questions come in thousands of times a month.”
The outcome
Tickets are classified, prioritised, and often answered, with quality that matches or beats your current team.
Support is one of the highest-ROI AI targets. We build purpose-specific agents that classify, prioritise, draft, and where appropriate auto-resolve tickets using your knowledge base and past tickets, with evals and human escalation where it matters.
Engagement snapshot
- Typical timeline
- 4–6 weeks
- Best fit
- Heads of Support and Customer Success running medium-to-high-volume ticket queues.
What gets automated
The mechanical work, handled.
- Intent classification and priority scoring
- Routing to the right queue or tier
- Draft responses from your knowledge base
- Auto-resolution for repeat, low-risk queries
- Sentiment detection and escalation
Recommended tools
We pick per workflow. Not per vendor.
Common stacks we combine for this use case. Your existing tools inform the final recommendation.
- Zendesk / Intercom / HubSpot native AI
- OpenAI / Claude for custom workflows
- Vector search over your knowledge base
- LangGraph / LangChain for orchestration
Representative scenario
A B2B SaaS support team reduced median first-response time from 4 hours to under 10 minutes by auto-drafting on 80% of tickets, with accuracy at or above the team’s baseline.
Composite scenario based on typical engagements. Client-specific results depend on scope, data quality, and baseline.
Questions
What teams ask before they automate this.
Not if we design it right. The goal is faster, more consistent, more accurate responses, not AI for its own sake. We measure CSAT as a primary metric.
How we help
Engagements that ship this outcome.
AI Agent Sprint
Ship a production AI agent that takes recurring work off your team in three to four weeks.
Explore10 business daysWorkflow Automation Assessment
Find where AI and automation save your business ten or more hours a week. Ten days, written roadmap.
Explore2–3 weeksChatGPT Enterprise Rollout
Secure ChatGPT Enterprise for your whole team, with shipped workflows instead of unused seats.
Explore2–3 weeksWorkflow Automation: Zapier, Make, n8n
Low-code automation for the SaaS layer above your AI. Wired to ship, not a demo that stalls.
ExploreWant this running in your business?
20 minutes on the phone tells us if this fits. No pressure. If another engagement makes more sense, we will say so.