Use casecustomer support

Every ticket read, tagged, and routed — before a human opens the queue.

Triage is the tax every support team pays before the real work: read it, tag it, guess the urgency, route it, maybe draft the first reply. An agent pays that tax for you — and anything that touches the customer still waits for a human.

// the manual version

You know this week already.

The queue lottery

Whoever opens the queue first does triage for everyone, on instinct, between their own tickets.

The buried escalation

The churning customer's ticket reads politely, so it sat at priority-normal for two days. The signal was in the account, not the words.

First-reply lag

Most first replies are 80% boilerplate, but someone still has to assemble that 80% before adding the 20% that matters.

// describe it

The whole build is a brief.

No canvas, no nodes. You write instructions the way you'd brief a teammate; the lines marked with a shield pause for a human before anything irreversible happens.

Example brief — illustrative, write yours in your own words

·When a ticket arrives, read it and pull the customer's account context from the CRM.

·Tag category and urgency — treat contract value and renewal date as urgency signals.

·Route to the right queue; page the on-call lead for anything that smells like an outage.

·Draft the first reply with the relevant docs linked.

Before any reply reaches a customer, wait for the assigned agent's approval.

If the customer mentions leaving, escalate to the CS manager and wait.

·Post an end-of-day triage summary — volumes, hot accounts, anything stuck — to #support.

// how it runs

Autonomous on the routine. Supervised on the rest.

What starts it

A new-ticket event from your help desk — triage starts when the ticket lands.
An inbound email address for channels that bypass the desk.
An hourly sweep for anything that arrived while an integration hiccuped.

What waits for a human

Every customer-facing reply — drafted by the agent, sent by a human.
Churn-risk escalations — routed to a manager, never auto-answered.
Refunds, credits, or anything with money attached.

What the trace keeps

How each ticket was tagged and why — including the account signals used.
Every draft, every edit, and who approved the send.
A triage log your QA review can actually replay.

// common questions

Is this a support chatbot?

No. Nothing here talks to your customers autonomously. The agent does the back-office work — reading, tagging, routing, drafting — and the reply ships only when your human approves it.

How does it know what's urgent?

You tell it what urgency means for you — contract value, renewal window, outage keywords, named accounts — in plain language. That context is exactly what static triage rules can't hold.

Which help desks does it support?

Zendesk, Intercom, Freshdesk, Front and the rest of the 1,284-tool catalog, plus internal tools via OpenAPI.

What if it tags something wrong?

A wrong tag is visible and reversible — it's in the trace, and the routed human is still reading the ticket. The irreversible actions (replies, refunds, escalations) are the ones behind gates.

Hand off the support triage.

Join the waitlist and describe it in a sentence — or ask about white glove and our team will build and run it with you.

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