Automatically classify and route support tickets with AI

AI reads each new support ticket, classifies it, checks your records, and routes it to the right place automatically.

How the work actually flows

It branches. Exactly one path is taken.

Pattern: Exclusive Choice (4) · Simple Merge (5)

flowchart TD trig>"new support ticket arrives"]:::trig s0["classify ticket type"]:::task s1["check if customer exists"]:::task s2["route ticket by rules"]:::task trig --> s0 s0 --> s1 gx{"× does customer already exist"}:::gate s1 --> gx p00["update customer record"]:::task gx -->|"existing customer"| p00 p10["create customer record"]:::task gx -->|"new customer"| p10 jn{"○ record ready"}:::gate p00 --> jn p10 --> jn jn --> s2 out[/"classified routed ticket"/]:::out pay{{"faster consistent ticket handling"}}:::pay s2 --> out 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 onlyPaths rejoinResultPayoff
Build size
Standard

A mid-size build with several tools working together.

Business functions
AI Agents & Autonomous SystemsAPI & Webhook IntegrationCustomer Support & Ticketing
Connects
OpenAIXano

The problem it solves

Every incoming support ticket needs to be read, categorized, and matched to the right customer before anyone can act on it. Doing that by hand slows down response times and makes it easy for urgent issues to get buried. Keeping your support records and backend systems in sync adds even more manual work.

Who it fits

A support team that wants tickets triaged and routed automatically instead of by hand.

How it works

  1. A new support ticket comes in
  2. AI reads and classifies the type of issue
  3. The system checks whether the customer already exists in your records
  4. It creates or updates that customer's record with the ticket details
  5. The ticket is routed onward based on your escalation rules
What you get

Tickets pre-sorted and routed for your team

Every new support ticket arrives already classified, checked against your customer records, and routed toward the right queue.

What you get

A classified, routed support ticket with an up-to-date customer record ready for your team to act on.

What you need

An OpenAI API key and a Xano backend 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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