CUSTOMER SUPPORT
Automate ticket routing and escalation.
Classify tickets, apply priority rules and escalate urgent issues without waiting for triage.
- Ticket
- Classify
- Priority
- Escalate
- Notify
Problem
Triage is a queue of its own.
Tickets arrive unsorted. Urgent ones sit until someone reads them, and escalation depends on who noticed.
- Urgent tickets wait for manual triage
- Inconsistent escalation
- Agents spend time summarising context
Example workflow
Support Escalation
Classify and summarise a ticket, check priority and escalate urgent issues to on-call.
Support Escalation
v1 · draftNo executions yet. Select RUN DEMO to simulate a run.
Example workflow with fictional data. Not a customer story.
FLOWTYPE solution
Triage and escalation as a workflow.
AI steps classify and summarise, a rule sets priority, and urgent tickets escalate automatically. Uncertain results go to a person.
- Classification and summary on arrival
- Priority rules you control
- Automatic escalation to on-call
Capabilities
Capabilities used in this workflow
AI classification
Label category and priority.
Summaries
Give agents context on arrival.
Escalation rules
Escalate on priority or timeout.
Observability
Watch escalation workflow health.
Product visualization
Support workflow health
A sample view including a degraded escalation workflow you can retry.
Operations workspace · Overview
Illustrative interface · sample dataActive workflows
24
4 shown below
Executions
48,291
Success rate
99.2%
Failed
37
unresolved
Avg duration
1.8s
Execution analytics
Day 301,904 executions · 13 failed
Workflow health
- Customer Onboarding99.6%Healthy
- Invoice Approval99.1%Healthy
- Lead Qualification98.9%Healthy
- Support Escalation96.4%Degraded
Step "Escalate to on-call" failed 3 times in the last hour: connector unreachable (demo).
FAILED
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BUILD YOUR FIRST WORKFLOW.
Turn repetitive business processes into reliable, observable workflows.