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Manual ticket classification is slow, inconsistent, and prone to error. One agent tags a billing question as “account,” another tags the same issue as “payment.” Priorities get assigned based on gut feel rather than data. The result is misrouted tickets, unreliable reporting, and SLA breaches that could have been prevented with accurate triage. This use case deploys an event-triggered playbook that classifies every new ticket the moment it arrives. The playbook reads the ticket subject and body, assigns a category, priority, and product tag, and updates the record in your helpdesk — all without human intervention. Edge cases like legal mentions or data privacy concerns get auto-escalated to the right queue.

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What you need

Data sources

  • Helpdesk system — Ticket records with subject, body, status, tags, and priority fields that can be written back via API
  • CRM system — Customer account details for priority context (enterprise customers may receive elevated priority)

Knowledge spaces

  • Classification taxonomy — Upload your category definitions, priority criteria, and product/feature area list
  • Escalation policies — Rules for when a ticket should bypass normal triage (legal, security, VIP)
Semantic layer: Define these in your ontology before setting up the agent.
ComponentNameDefinition
ObjectTicketMaps to the helpdesk ticket table. Represents a support request with category, priority, and tags
ObjectCustomerMaps to the CRM account table. Includes account tier for priority elevation rules
MetricClassification AccuracyPercentage of auto-classified tickets where the category was not changed by an agent within 24 hours
MetricTriage TimeSeconds between ticket creation and classification completion
DimensionCategoryPredefined categories: billing, technical, shipping, returns, account, other
DimensionPriorityLow (informational), medium (action needed), high (revenue impact or SLA risk)
See building a semantic layer for a step-by-step guide.

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Agent setup

1

Create the agent

Go to Agent Space > New agent.
FieldValue
NameTicket Triage Agent
RoleSupport ticket classification specialist
GoalAccurately classify and route every incoming ticket within seconds
2

Set the description

You classify incoming support tickets. Read the subject and body carefully. Assign exactly one category from the approved taxonomy — never invent new categories. Set priority based on business impact: high if there is revenue at risk or an SLA in danger, medium if action is required, low if informational. Tag with the relevant product or feature area. If the ticket mentions legal action, compliance, or data privacy, auto-escalate to the legal queue regardless of other classifications. Be consistent — the same type of issue should always get the same classification.
3

Scope data access

Grant access to:
  • Helpdesk system data source (ticket records)
  • CRM system data source (customer accounts for tier-based priority)
  • Classification taxonomy knowledge space
  • Escalation policies knowledge space
  • Ticket and Customer objects in the semantic layer
4

Add skills

Trigger: New ticket created in the helpdesk
  1. Read the ticket subject and body text.
  2. Classify the ticket into one of the predefined categories: billing, technical, shipping, returns, account, or other.
  3. Check the customer’s account tier in the CRM — elevate priority for enterprise accounts.
  4. Assign a priority: low (informational), medium (action needed), or high (revenue impact or SLA risk).
  5. Tag the ticket with the relevant product or feature area.
  6. If the ticket mentions legal action, compliance, or data privacy, override all other assignments and route to the legal queue.
  7. Update the ticket record in the helpdesk with category, priority, and tags.
Trigger: Ticket receives a new customer reply that changes the nature of the issue
  1. Read the new customer reply in the context of the full ticket thread.
  2. Determine if the issue type has changed from the original classification.
  3. If the issue has shifted, update the category and priority accordingly.
  4. Add an internal note explaining the reclassification reason.
  5. If the new priority is higher than the original, notify the assigned agent.

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Automation

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Playbook: Real-time ticket classification

1

Set the trigger

Set the playbook to trigger on a new ticket creation event from the helpdesk system API.
2

Build the workflow

The playbook reads the new ticket, classifies it, and updates the helpdesk record — all within seconds of ticket creation.
  1. Query step — Pull the new ticket’s subject, body, and customer email.
  2. Query step — Look up the customer in the CRM by email to get account tier.
  3. AI step — Classify the ticket using the taxonomy from the knowledge space. Output: category, priority, product tag.
  4. Condition step — If keywords match the escalation policy (legal, compliance, data privacy), route to the legal queue.
  5. Action step — Write the category, priority, and tags back to the helpdesk ticket via API.
3

Configure delivery

No separate delivery needed — the ticket is updated in place. For high-priority tickets, send a Slack notification to the #support-urgent channel with the ticket number and category.
4

Test and activate

Click Run now to test with live data, then toggle to Active.

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What’s next

Customer history lookup

Pull a complete customer profile from CRM and helpdesk data in seconds.

All customer service use cases

See the full list.