Does your helpdesk tag and route tickets automatically using AI?

AI triage reads each new ticket, works out what it is about and how urgent it is, and sends it to the right queue, so nobody sorts the inbox by hand.

How to automate it

How to automate “sort, tag and route incoming tickets”

Here are 2 ways to spend less time on this, best first. Each comes with steps you can follow today.

30 min

typically, every day

75%

of the time can be automated

Some setup

to set up

Fix 1 of 2

Software featureBest fix

Turn on AI triage to tag, prioritize and route tickets

Zendesk intelligent triage, Intercom workflows with AI, Freshdesk auto-triage and Salesforce Einstein classification detect intent, language and urgency and route tickets for you.

Typically saves about 60% of the time2 h to set up

1Ask your admin to enable the AI triage feature in your helpdesk.
2Map the detected intents to your existing groups and tags.
3Start with suggestions only for two weeks, then let it apply them automatically.
4Review mis-routes weekly and adjust.

Tools: Zendesk intelligent triage · Intercom AI workflows · Freshdesk Freddy auto-triage · Salesforce Einstein case classification

Fix 2 of 2

Automation

Route tickets with rules based on form fields and keywords

Triggers and rules send tickets to the right queue by channel, form choice, customer tier or keyword, so nobody sorts them by hand.

Typically saves about 45% of the time1 h to set up

1Add a required "What do you need help with?" dropdown to your contact form.
2Create triggers that route by that field, customer tier and language.
3Add a keyword rule for urgent words (outage, cancel, legal).
4Check the "unassigned" queue daily for gaps.

Tools: Zendesk, Intercom, Freshdesk, Gorgias, Help Scout, HubSpot Service Hub or Salesforce Service Cloud

Quick wins

Have you tried…

Does your helpdesk tag and route tickets automatically using AI?: AI triage reads each new ticket, works out what it is about and how urgent it is, and sends it to the right queue, so nobody sorts the inbox by hand.

Who does this task

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Customer Support Agent Support Team Lead / Manager

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