Support Ticket Triage
Slug: ai-support-ticket-triage · Category: Customer Support · Provisioning: Requires AgentLane staff approval
Classifies each inbound ticket by priority and category, routes urgent and high ones to the escalation inbox with an SLA, and attaches a draft reply for a human to review. The failure it prevents is the ordinary one: an urgent ticket sitting behind forty routine ones in a shared inbox nobody sorts.
Required credentials
| Provider | Used for |
|---|---|
anthropic | Reads the ticket, assigns priority and category, drafts the suggested reply |
resend | Delivers the triaged ticket to whichever inbox it was routed to |
customjs | Not a stored credential — a step-capability flag for the inline routing and SLA logic. Doesn’t block provisioning on its own. |
Industry fit
Retail & E-commerce, Education, Hotels, Insurance, Accounting, Legal, Healthcare, Recruitment, Automotive, Solar, Home Services — verticals that run a real inbound support queue with more than one person reading it.
How to deploy
Request it the same way as any non-instant agent — see Deploy your first agent. Post tickets to its webhook with clientId, ticketSubject, ticketBody, supportInbox and escalationInbox.
Flow
Webhook (new ticket) ──► Look up client config ──► Triage ticket (Claude) ──► Route ticket (code) ──► Notify inbox (Resend)Routing is deliberately code, not prompt: the code step rejects any priority outside urgent/high/normal/low, refuses to send anywhere without a valid destination inbox, and maps priority to a fixed SLA (1h / 4h / 24h / 72h) that lands in the subject line. urgent and high go to the escalation inbox; everything else to the ordinary support one.
The drafted reply is exactly that — a draft. Nothing is ever sent to the customer by this agent; it only reaches the person who picks the ticket up.