Overview
The support ticket triage system is used to classify the inquiry in the most important to least important manner ensuring it assists the team to manage the large volume of data smoothly. This workflow automates sending the follow up emails and the support tickets, capturing the response via google form in real time.
Objective
The main objective of a support ticket triage system is to ensure efficient and timely resolution of user problems by classifying them and routing tickets to the dedicated employee. This results in faster response time which boosts the customer satisfaction rate.
How does it work?
Step 1: Form Submission Trigger
The process is initiated when a user completes a ticket form.
The form’s contents are obtained and processed.
Step 2: Ticket Classification & Priority Assignment
The already existing ticket enters the “que” and is checked for URGENT /MU( medium urgency) /QU (queue for latter) using the logic in the Code node, AI Agent.
This is used to figure out which tab within the Google Sheet “Pending Tickets” should store the ticket.
Step 3: Ticket Storage in Google Sheets
By classification, the ticket is shifted in its correct tabs (Urgent, Medium Urgency, Queue for later) in the ‘Pending Ticket Sheet’ for tracking and reporting the ticket status.
Step 4: Follow-Up Email Automation
Immediately or after waiting for a specified period of time, the workflow emails the ticket owner with a follow up message.
The email contains:
- Ticket details
- A link to a Google Form for the user to verify if the problem has been solved, or they are still facing it.
Step 5: Response Capture from Google Sheets
Once follow-up form (submit) is submitted (This form takes auto ticketID and user has to select just yes/no), the response is auto logged in Support Ticket System(Responses) Google Sheet.
It’s the one that grabs the most reply count for the specific ticket ID to ensure that it is the one used to follow up.
Step 6: Status Check & Conditional Logic
If the answer is ticket not yet resolved (No), the status of Response in Support Ticket System (Responses) changes to Reopened and it loops back to the follow up node to continue repeating the process until problem solved.
If the status is YES (resolved), which tab (urgent, mid urgency, Queue for later) in Pending Tickets should the ticket should be removed from?
Step 7: Automated Ticket removal & Changes in Status
The row is removed from the correct sheet tab in the ticket to maintain the clear pending list
Just in the main sheet (Support Ticket System (Responses)) the condition is changed to closed, if the answer is yes.
Technology Stack Included
Key Benefits
Closure
This Support Ticket Triage System simplifies and automates ticket triaging, helping support teams follow up faster and update tickets accurately to maintain clear records, all of which increase team efficiency and customer satisfaction, and improve resolution time.