Automate Ticket Routing and Escalation
Every support ticket is classified, prioritized, and routed to the right agent in seconds. SLA breaches trigger automatic escalation before customers complain.
Time savings
| Task | Manual | Automated |
|---|---|---|
| Reading and categorizing tickets | 3-5 min/ticket | 10 sec/ticket |
| Routing to correct agent | 2 min/ticket | Instant |
| SLA monitoring and escalation | 30 min/day | Automatic |
| Customer status updates | 5 min/ticket | Automatic |
Process breakdown
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Receive ticket
AutomatedSupport request comes in via email, WhatsApp, or web form.
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Classify and prioritize
AutomatedAI analyzes the request, assigns a category (billing, technical, general), and sets priority based on content and SLA tier.
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Route to agent
AutomatedAssign to the best available support agent based on category expertise and current workload.
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Monitor SLA
AutomatedTrack response and resolution times against SLA targets. Trigger escalation when thresholds approach.
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Agent resolves
HumanSupport agent works on the ticket, updating status and communicating with the customer.
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Close and survey
AutomatedAfter resolution, send a satisfaction survey and archive the ticket.
Smart Classification
AI reads the ticket and assigns category, subcategory, and priority. Handles Arabic and English.
Agent Matching
Route to agents based on expertise, language, availability, and current workload.
SLA Monitoring
Track every ticket against response and resolution SLA targets. Visual dashboards for managers.
Auto-Escalation
Escalate tickets approaching SLA breach to team leads with full context and timeline.
Customer Updates
Send automated status updates via WhatsApp or email when tickets are assigned, updated, or resolved.
Support Analytics
Track resolution times, agent performance, category trends, and customer satisfaction scores.
FAQ
How does it classify tickets?
AI analyzes the ticket text, attachments, and customer history to determine category and priority. It improves over time based on agent corrections.
Can it handle tickets in Arabic?
Yes. The agent classifies and routes Arabic, English, and bilingual tickets, matching them to agents with the right language skills.
What happens when an SLA is about to breach?
The team lead receives a Slack alert with the ticket details, current status, time remaining, and suggested action. If not addressed, it escalates to management.
Does it integrate with helpdesk software?
Yes. It works alongside Zendesk, Freshdesk, Intercom, and simpler setups like shared inboxes and Google Sheets-based trackers.
Route every ticket to the right person instantly
Set up automated ticket routing for your support team.