Automatically route new support tickets to the right person

Reads every new ticket, figures out the type, priority, and owner, and asks for more details when anything is missing.

How the work actually flows

It branches. Exactly one path is taken.

Pattern: Transient Trigger (23) · Exclusive Choice (4)

flowchart TD trig>"new support ticket arrives"]:::trig s0["read new ticket"]:::task s1["AI classifies ticket"]:::svc trig --> s0 s0 --> s1 gx{"× is all detail present"}:::gate s1 --> gx p00["route ticket automatically"]:::task gx -->|"info complete"| p00 p10["flag needs more info"]:::task gx -->|"info missing"| p10 p11["request details from customer"]:::task p10 --> p11 p00 --> out p11 --> out out[/"ticket routed or info requested"/]:::out pay{{"faster accurate ticket handling"}}:::pay out --> pay classDef task fill:#e7f6fe,stroke:#34b8f0,color:#2c2a29 classDef svc fill:#f6f8fa,stroke:#7c8795,color:#2c2a29 classDef mi fill:#e7f6fe,stroke:#0079a8,color:#2c2a29,stroke-width:2px classDef human fill:#fff,stroke:#0079a8,color:#0079a8 classDef store fill:#f6f8fa,stroke:#0079a8,color:#2c2a29 classDef trig fill:#00a4eb,stroke:#0079a8,color:#fff,font-weight:bold classDef trigtime fill:#00a4eb,stroke:#0079a8,color:#fff,font-weight:bold classDef trigdata fill:#8ad4f5,stroke:#0079a8,color:#06314c,font-weight:bold classDef gate fill:#fff,stroke:#e8a23d,color:#6b4708,font-weight:bold classDef out fill:#1f9d6b,stroke:#167a53,color:#fff,font-weight:bold classDef pay fill:#06314c,stroke:#021f33,color:#fff
Starts itA stepAn outside serviceOne path onlyResultPayoff
Build size
Standard

A mid-size build with several tools working together.

Business functions
Customer Support & Ticketing
Connects
TaigaOpenAI

The problem it solves

When tickets come in without enough detail, your team has to guess who should handle them and what to prioritize. That guesswork slows response times and lets tickets sit in the wrong queue. You end up chasing customers for information you should have caught right away.

Who it fits

Support and IT teams that field tickets from multiple channels.

How it works

  1. A new ticket arrives in Taiga
  2. AI reads the ticket to identify its type, priority, and the right recipient
  3. If all three are clear, the ticket is set and routed automatically
  4. If anything is missing, the ticket status flips to needs more info and the requester gets a reply asking for details
What you get

Tickets that land with the right person

Your new support tickets get sorted by type, priority, and owner automatically, with a request for more detail when needed.

What you get

A properly categorized, prioritized, and assigned ticket, or a request back to the customer for missing information.

What you need

A Taiga account and an OpenAI API key.

We can build this. But should you?

The hard question is not how to build it. It is whether this is the right thing to build first.

That is what a Fractional Chief AI Officer figures out with you, before anyone writes a line of code.

Let's Talk Strategy

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