Automatic triage and routing of customer support tickets

Purpose

1.1 Automate identification, categorization, prioritization, and routing of incoming customer support tickets for commercial airlines.
1.2 Detect ticket intent (booking, baggage, refund, etc.), urgency, and proper department assignment to ensure SLA adherence.
1.3 Reduce manual handling, eliminate human error, accelerate service response, and maintain high customer satisfaction across multiple channels (web, email, social, phone, SMS).
1.4 Integrate with CRM, communication, and workflow solutions to create seamless support flows and real-time updates to relevant teams.

Trigger Conditions

2.1 New support ticket created in helpdesk or CRM.
2.2 Ticket received via email, web form, chat, SMS, or social platform.
2.3 Update on ticket status or assignment.
2.4 Incoming tickets with defined keywords, urgency, or customer tier.

Platform Variants

3.1 Zendesk
• Feature/Setting: Support API — Configure trigger for `ticket.created` event, use `ticket.update` for routing after categorization.
3.2 Salesforce Service Cloud
• Feature/Setting: Case Auto-assignment Rules via Process Builder or Flow — Set formulas to route by topic, priority, or customer.
3.3 Freshdesk
• Feature/Setting: Automations > Ticket creation — Create rules for subject/description parsing and group/agent assignment.
3.4 ServiceNow
• Feature/Setting: Scripted REST API, Workflow Editor — Initiate workflow on Incident creation, custom script for triage logic.
3.5 Microsoft Dynamics 365 Customer Service
• Feature/Setting: Routing Rules Sets — Auto-assign cases using rule items based on keywords or customer segment.
3.6 HubSpot Service Hub
• Feature/Setting: Workflows (Tickets) — Automate ticket property-based assignments and prioritization triggers.
3.7 Intercom
• Feature/Setting: Inbox rules, Operator bots — Build custom rules to detect subject, assign or escalate.
3.8 Jira Service Management
• Feature/Setting: Automation rules — “When: Issue Created”, “If: Labels”, “Then: Assign to team”.
3.9 Slack
• Feature/Setting: Incoming Webhooks, Workflow Builder — Push ticket notifications, enable triage via channel actions.
3.10 Twilio
• Feature/Setting: Programmable Messaging, Studio Flow — On customer SMS/WhatsApp, parse message, invoke triage logic APIs.
3.11 SendGrid
• Feature/Setting: Inbound Parse Webhook — Extract support emails, forward parsed content for classification.
3.12 Gmail API
• Feature/Setting: Watch for new thread in support inbox; use Labels API to assign category, push result to workflow.
3.13 Outlook 365
• Feature/Setting: Rules and Power Automate connector for auto-forward, categorize and initiate triage flow.
3.14 Google Cloud Natural Language API
• Feature/Setting: AnalyzeEntities, AnalyzeSentiment — Classify ticket type and urgency for correct routing.
3.15 AWS Comprehend
• Feature/Setting: Detect Entities/Sentiment — Used for categorizing inbound communications for support flows.
3.16 IBM Watson Assistant
• Feature/Setting: Dialog Intents and Webhook — Identify topic; deliver triaged results to case management tools.
3.17 Aircall
• Feature/Setting: Webhooks — On incoming call, create ticket in support system and initiate automated category detection.
3.18 Facebook Messenger Platform
• Feature/Setting: Webhook Event `messages` — On new message, extract and classify, submit ticket to helpdesk.
3.19 WhatsApp Business API
• Feature/Setting: `messages` webhook, integrated with parsing and CRM routing logic.
3.20 Monday.com
• Feature/Setting: Automations — "When item submitted, parse description, set status, assign owner by rules".
3.21 Trello
• Feature/Setting: Butler Automation — On card creation in a support board, auto-label and route by checklists.
3.22 Zoho Desk
• Feature/Setting: Workflow Rules — Define auto-assignment rules based on subject, contact, custom fields.
3.23 Asana
• Feature/Setting: Rules — "On task creation, when ‘Support’ tag, assign to duty officer".
3.24 SAP Service Cloud
• Feature/Setting: Service Requests auto-routing based on rule engine, keywords, or customer attributes.
3.25 Google Sheets
• Feature/Setting: Apps Script Triggers — On row (ticket) add, classify category, auto-send assignment email.

Benefits

4.1 Accelerates initial ticket acknowledgment and assignment to proper team or agent.
4.2 Elevates SLA compliance through consistent prioritization.
4.3 Minimizes manual sorting and human errors.
4.4 Enables multi-channel support ticket capture and orchestration.
4.5 Gives real-time performance and ticket volume visibility to management.