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Pro SprintE-commerce·6 business days
AI-Powered Support Ticket Triage
Online retailer, 80 employees
2hrs → 0
Triage time
Fully automated, no manual sorting needed
60% faster
Response time
Auto-drafts handle common questions instantly
<2 min
Urgent detection
Critical issues flagged in Slack within seconds
The Challenge
The support team received 200+ tickets daily across email and their help desk. A senior agent spent 2 hours each morning manually reading, classifying, and routing tickets to the right team. Urgent issues often sat undetected for hours.
The Solution
We built a classification pipeline that reads incoming tickets in real-time, categorizes them by type (billing, shipping, technical, returns), assesses urgency, auto-routes to the correct team, and drafts initial responses for common issues.
How We Built It
- 1Webhook integration with help desk system for real-time ticket ingestion
- 2AI classifier trained on their ticket categories with 95%+ accuracy
- 3Urgency scoring: critical issues flagged immediately via Slack to on-call
- 4Draft response generation for top 10 common ticket types
- 5Dashboard showing classification metrics and response times
Tech Stack
Zendesk APISlackClaude AIPostgreSQL
"We went from missing urgent tickets for hours to catching them in under 2 minutes. The auto-drafts handle 40% of our volume without any human touch."
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