Auto-Draft Replies
AI generates response drafts for agent review and approval.
Smart Classification
Automatically categorize and prioritize incoming tickets.
Auto-Tagging
Apply tags based on ticket content and intent.
24/7 First Response
Acknowledge tickets instantly, even outside business hours.
AI Use Cases
Ways to leverage AI in your support workflow.
FAQ Auto-Response
Automatically answer common questions using your knowledge base.
Example: Password resets, shipping times, return policies
Sentiment Detection
Flag frustrated customers for priority handling.
Example: Urgent escalation for negative sentiment tickets
Intent Classification
Route tickets based on detected intent.
Example: Billing questions → Finance team, Bugs → Engineering
Response Suggestions
Draft responses for agents to review and personalize.
Example: Agent approves or edits AI draft before sending
Build Your Own AI Integration
Use webhooks and our API to add AI capabilities.
1. Listen for New Tickets
// Set up webhook for new tickets
POST /v1/workspaces/ws_xxx/webhooks
{
"url": "https://your-ai-service.com/process",
"events": ["ticket.created"]
}2. Process with AI
// Your AI service receives the ticket
{
"event": "ticket.created",
"ticket": {
"id": "tkt_xxx",
"subject": "Can't reset my password",
"body": "I've tried clicking the reset link..."
}
}
// Analyze with OpenAI, Claude, etc.
const analysis = await openai.chat.completions.create({
model: "gpt-4",
messages: [
{ role: "system", content: "Classify this support ticket..." },
{ role: "user", content: ticket.body }
]
});3. Update Ticket with AI Results
// Add classification and draft response
PATCH /v1/workspaces/ws_xxx/tickets/tkt_xxx
{
"priority": "normal",
"tags": ["password-reset", "faq"],
"custom_fields": {
"ai_category": "account_access",
"ai_sentiment": "neutral",
"ai_draft_response": "Hi! Here's how to reset your password..."
}
}
// Optionally auto-respond for FAQs
POST /v1/workspaces/ws_xxx/tickets/tkt_xxx/comments
{
"body": "Hi! Here's how to reset your password...",
"author_type": "agent",
"auto_response": true
}Best Practices
Start with drafts, not auto-send
Let agents review AI responses before sending to build trust and catch errors.
Use AI for classification first
Routing and tagging are lower-risk ways to get value from AI.
Train on your knowledge base
Better AI responses come from context about your product and policies.
Monitor and iterate
Track AI accuracy and continuously improve your prompts and rules.