Support ticket triage and tagging

Classifies each incoming ticket by topic, urgency, and sentiment, and routes it to the right queue with a suggested first reply.

Tools

• Intercom
• Zapier
• Claude

How to set it up

1. 1Define a short tag list and urgency rules (e.g. outage, billing, how-to).
2. 2Trigger the agent on every new ticket via Zapier or a webhook.
3. 3Have it return JSON: tag, urgency, sentiment, suggested reply.
4. 4Apply tags automatically; keep replies as internal notes until accuracy is proven.
5. 5Spot-check 20 tickets a week and refine the rules.