Email and Ticket Automation
Incoming mail and helpdesk tickets classified by type and urgency, long threads summarised, and a draft reply prepared for review, so your agents see what matters before opening each item.
What Happens Before an Agent Opens a Ticket
Before a ticket lands in front of an agent, it is classified by type and urgency, checked against related tickets, and a draft reply is prepared from your knowledge base for the agent to review.
What Gets Classified
Complaint vs Routine Request vs Query
Tickets sorted by what they actually are, not just by which mailbox they arrived in.
Urgency and Tone
Tone and urgency signals surfaced so genuine escalations don't sit behind routine requests.
Product or Department Routing
Tickets routed to the right team based on their content.
Duplicate and Related Ticket Linking
Related tickets on the same issue linked instead of being worked separately.
What This Changes for the Inbox
- Urgent items surface first instead of sitting behind routine copies of the same request.
- Long email chains arrive with a summary instead of needing a full re-read.
- Drafts are ready for the agent to edit and send, rather than written from a blank page.
Getting This Running
Review of Past Ticket Patterns
Understanding the types and volume of tickets you actually handle.
Classification Rule and Category Definition
Agreeing the categories and urgency signals to classify against.
Draft-Reply Template Build
Building the drafting logic from your existing knowledge base and past replies.
Testing Against a Live Ticket Sample
Checking classification and drafts against real, recent tickets before rollout.
When Manual Triage Is Still Fine
A handful of tickets a day sorted easily by eye doesn't need this. It earns its place once volume makes manual triage the actual bottleneck in your response time.
Frequently asked questions
Does this send replies automatically?
By default, no — drafts wait for an agent. Automatic sending can be limited to a specific, low-risk category if you choose to enable it.
What drives the cost of ticket automation?
The number of ticket categories and mailboxes or helpdesk systems involved.
What drives this service's rollout timeline?
How much past ticket history is available to define categories and train the draft-reply logic against.
Does this work with our existing helpdesk?
Yes, it connects to the helpdesk or email system you already use rather than requiring a new inbox.
Who owns the classification rules and drafts?
You do — the categories, rules and draft templates stay yours to adjust.
What do we need from your support desk?
A sample of past tickets and emails, including the messy and ambiguous ones.
Tell us what you need.
Send a short brief and one of our engineers will come back to you — usually the same day.
- No obligation
- We reply the same working day
- Your details stay private