Customer Support Triage
See how support requests are intelligently routed with SLA safety mechanisms.
⏱️ 2-3 mins•🎯 Starting confidence: 75%•📋 5 steps
What You'll Learn
- Intelligent task routing
- Escalation patterns
- SLA safety via human oversight
Agent Roles (4)
Ticket Intake Agent
⚙️processorReceives and processes incoming support tickets
Responsibilities:
- • Receive ticket
- • Parse content
- • Extract metadata
Issue Categorizer
🔍analyzerCategorizes tickets by issue type and urgency
Responsibilities:
- • Analyze issue type
- • Determine urgency
- • Identify required expertise
Routing Agent
🎯coordinatorRoutes tickets to appropriate support teams
Responsibilities:
- • Match to team
- • Check availability
- • Assign ticket
Escalation Manager
👁️reviewerReviews high-priority tickets and manages escalations
Responsibilities:
- • Assess severity
- • Verify SLA compliance
- • Escalate if needed
Workflow Preview (5 steps)
🤖
Receive Ticket
auto•+10%
→
🤖
Categorize Issue
auto•+15%
→
🤖
Check SLA Requirements
auto•-10%
→
👤
Escalation Review
human•+25%
→
🤖
Route to Team
auto•+15%