Customer Support Triage Agent
Every incoming ticket: read, categorized, drafted, routed — before a human touches it. Get started — join Bodega Pass
What it does
The Customer Support Triage Agent reads every incoming support ticket, classifies it by issue type and urgency, drafts a first response for your team to review and send, then routes it to the correct queue. Your support team focuses on solving problems, not sorting inboxes.
The job it handles
- Reads the incoming ticket and extracts the core issue
- Classifies by issue type (billing, technical, product question, escalation) and urgency
- Drafts a first response — accurate, on-brand, and personalized to the customer's question
- Routes to the correct queue and assignee based on your routing rules
- Flags tickets requiring immediate human review: refunds, escalations, high-severity issues
Integrations
- Zendesk — connects via API; reads tickets, writes drafts, sets tags and assignees
- Intercom — connects via API; classifies conversations and drafts responses in your Inbox
- Email — forwards to an n8n or Make webhook; works with any email-based support setup
What's included
- Classification prompt architecture — issue type taxonomy you customize for your product
- Response drafting prompts — calibrated to your brand voice and common issue types
- Routing rules template — define escalation criteria in plain language
- Step-by-step setup guide for Zendesk, Intercom, and email via n8n or Make
Common questions
- Does the draft replace the human response?
- That's your call. Most teams start with the agent drafting and a human reviewing before send, then move to auto-send for high-confidence ticket types (common questions, order status, how-to requests) after a week of calibration.
- Can it handle multiple issue categories?
- Yes. The classification taxonomy is fully customizable. You define the issue types and urgency tiers that match your support structure — the agent applies them consistently to every ticket.
- What if the agent misclassifies a ticket?
- Low-confidence classifications are flagged for human review rather than auto-routed. After a review period, you adjust the taxonomy to reduce misclassifications for your specific ticket patterns.
Join Bodega Pass — includes the Customer Support Triage Agent and every other product in the store.