Daily Ticket Triage with KB Auto-Answer

Auto-answer the repetitive tickets, hand the sensitive ones to a human with a head start.

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Trusted by frontline teams 15 years of frontline software

Built for: Healthcare · Retail · Manufacturing · Professional Services · Logistics

Common use cases

Deflecting repetitive password and PTO-balance tickets

Morning queue triage

Sensitive-ticket routing with an audit trail

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Triggers

service_desk

"triage open tickets" "auto answer service desk tickets" "daily ticket triage" "knowledge base auto-resolve"

Execution steps

{"id" => "ticket", "tool" => "get_ticket", "domain" => "service_desk", "params" => {"ticket_id" => "$inputs.ticket_id"}, "on_failure" => "abort"}

get_ticket

{"id" => "request_type", "tool" => "detect_request_type", "domain" => "service_desk", "params" => {"message" => "$steps.ticket.ticket.description"}, "on_failure" => "continue"}

detect_request_type

{"id" => "kb", "tool" => "search_kb_for_answer", "domain" => "service_desk", "params" => {"limit" => 3, "query" => "$steps.ticket.ticket.subject"}, "on_failure" => "continue"}

search_kb_for_answer

reason

{"id" => "auto_answer", "tool" => "resolve_ticket", "when" => "$steps.triage.auto_resolve", "domain" => "service_desk", "params" => {"ticket_id" => "$inputs.ticket_id", "resolution" => "$steps.tria...

resolve_ticket

{"id" => "attach_draft", "tool" => "tool_add_ticket_note", "when" => "$steps.triage.route_to_human", "domain" => "service_desk", "params" => {"content" => "$steps.triage.draft_answer", "internal" =...

tool_add_ticket_note

{"id" => "hand_off", "tool" => "tool_assign_ticket", "when" => "$steps.triage.route_to_human", "domain" => "service_desk", "params" => {"ticket_id" => "$inputs.ticket_id", "assignee_id" => "$inputs...

tool_assign_ticket