Automatically classify and route IT support tickets

Reads incoming IT support questions, classifies them, and routes each one to the right next step automatically.

How the work actually flows

It branches. Exactly one path is taken.

Pattern: Exclusive Choice (4)

flowchart TD trig>"employee submits a question"]:::trig s0["AI classifies the request"]:::task s1["route based on classification"]:::task trig --> s0 s0 --> s1 gx{"× incident request or question"}:::gate s1 --> gx p00["log ticket in servicenow"]:::task gx -->|"incident"| p00 p10["trigger follow up action"]:::task gx -->|"request"| p10 p20["answer from knowledge base"]:::task gx -->|"general question"| p20 p00 --> out p10 --> out p20 --> out out[/"ticket logged or question answered"/]:::out pay{{"consistent fast 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 stepOne path onlyResultPayoff
Build size
Advanced

A larger build with multiple systems, AI reasoning, and custom rules.

Business functions
AI Agents & Autonomous SystemsAI Chatbots & AssistantsKnowledge Base & RAGCustomer Support & Ticketing
Connects
Google GeminiQdrantServiceNow

The problem it solves

Your help desk gets a flood of requests that all need to be read, sorted, and routed before anyone can act on them. Sorting incidents from routine requests from simple questions eats up time your support team could spend actually fixing things. You want tickets handled consistently, without someone manually triaging every single one.

Who it fits

An internal IT helpdesk or support team handling a steady stream of employee tickets.

How it works

  1. An employee submits a question or issue through chat
  2. AI classifies the request as an incident, a request, or a general question
  3. Incidents are automatically logged as tickets in ServiceNow
  4. Requests trigger the right follow-up action, like provisioning or access changes
  5. General questions are answered using your existing knowledge base
What you get

Tickets routed to the right next step

You get employee IT questions classified and sent to the right place, whether that's a ticket, a request, or an instant answer.

What you get

A logged ServiceNow ticket for incidents, a triggered action for requests, and an instant answer for common questions.

What you need

A Google Gemini API key, a Qdrant vector database, and a ServiceNow account.

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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