AI-Powered Support Case Triage & Escalation Automation
Automatically triage 100% of new support cases with AI-driven severity, intent, and routing—reducing manual triage time by up to 80%.
This workflow automatically classifies incoming support cases using AI, assigns a severity level, and routes them to the right team with instant email alerts. It helps support teams respond faster, prioritize critical issues, and keep customers informed with consistent, high-quality replies.
Documentation
Description
This automation turns your support inbox or case system into an intelligent triage engine. Every new case is automatically analyzed by AI to determine severity, intent, and a concise summary, along with a recommended next action and draft customer reply. The workflow then routes cases based on severity and sends instant internal notifications so the right team can jump in quickly. Support leaders get consistent, structured data for every case, while agents save time and focus on resolution instead of manual sorting.
Workflow Steps
- Detect new support casesThe workflow is triggered whenever a new case is created in your support or ticketing system.
- Fetch full case detailsIt retrieves the complete case record, including subject, description, priority, origin, and case number, so AI gets full context.
- Analyze the case with AIThe AI engine reviews the case content and priority and returns structured fields: severity, intent, summary, recommended next action, and a suggested customer reply.
- Convert AI output into structured dataA processing step safely parses the AI output into clean fields that the rest of the workflow can use reliably.
- Route based on severityThe workflow checks the severity (low, medium, high) and routes each case down the appropriate path for handling.
- Send targeted internal alertsEach severity level triggers a tailored internal notification with all key details, ensuring the right team is informed instantly.
Key Benefits
- Faster response to critical issuesHigh-severity cases are automatically identified and escalated, reducing time-to-attention for urgent problems.
- Consistent, structured triage for every caseEvery case gets a severity, intent, and summary, giving teams better reporting, prioritization, and forecasting.
- Less manual effort for agentsAgents receive ready-made context and suggested replies, so they spend more time resolving issues and less time sorting and drafting from scratch.