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Intelligent Ticket Routing

Example prompt: "When a new support ticket comes in, use AI to classify its urgency and topic. Route billing issues to #billing-support and technical issues to #tech-support on Slack."

How to automate ticket routing with GloriaMundo

The Problem

Support teams that rely on manual triage spend valuable minutes reading each incoming ticket, deciding which queue it belongs in, and tagging it with the right priority. When volume spikes — after a release, an outage, or a seasonal rush — tickets sit unrouted for longer, and the wrong team picks up issues outside their expertise. The result is slower resolution times and frustrated customers who feel passed around.

How GloriaMundo Solves It

We build a workflow that triggers whenever a new support ticket arrives. An LLM step reads the ticket subject and body, then classifies it along two axes: topic (billing, technical, account, general) and urgency (critical, high, normal, low). A conditional step checks the classification and routes the ticket to the appropriate Slack channel — billing issues go to #billing-support, technical issues to #tech-support, and so on. The Slack message includes the ticket summary, the assigned urgency, and a direct link back to the ticket so the right team member can pick it up immediately. Glass Box preview shows you how each ticket would be classified and where it would be routed, so you can refine the categories before any messages are sent.

Example Workflow Steps

  1. Trigger (webhook): Fires when a new support ticket is created in your helpdesk system.
  2. Step 1 (integration): Fetch the ticket details — subject, body, customer email, and any attached metadata.
  3. Step 2 (LLM): Classify the ticket by topic (billing, technical, account, general) and urgency (critical, high, normal, low) based on its content.
  4. Step 3 (conditional): Branch based on the topic classification to determine the correct Slack channel.
  5. Step 4 (conditional): If urgency is critical, add an @channel mention to the Slack message.
  6. Step 5 (integration): Post a formatted message to the appropriate Slack channel with the ticket summary, urgency level, and a link to the ticket.

Integrations Used

  • Slack — receives routed ticket notifications in the correct team channel

Who This Is For

Support managers and customer service teams who handle a high volume of incoming tickets and need consistent, fast routing without relying on a human gatekeeper to read every ticket.

Time & Cost Saved

Manual ticket triage typically takes 1-2 minutes per ticket. For a team handling 100 tickets per day, that is nearly 2 hours of triage work daily, plus the delay before a specialist actually sees the ticket. This workflow classifies and routes tickets in seconds, cutting average time-to-first-response significantly. Over a week, a mid-sized support team could reclaim 8-10 hours of triage time. The workflow uses LLM and integration steps, costing a few credits per ticket.