AI-Powered Support Ticket Triage

The Problem

A B2B SaaS with 200 customers receives 40-60 support emails daily. Everything lands in one inbox. The support lead manually reads each one, decides if it’s a bug report, feature request, billing question, or spam, then forwards it to the right person or creates a task.

Critical bugs sometimes sit for hours before anyone notices because they’re buried between “how do I export?” questions. A single P0 incident (app down, data loss) going unnoticed for even 30 minutes can cost thousands in churn.

The Solution

Every incoming email is instantly classified by GPT-4o-mini (intent, priority, summary), then routed to the correct team and channel. Bugs become Linear issues. P0 incidents trigger immediate @channel alerts. Customers get an acknowledgment within seconds.

1. Email trigger catches every new support message
2. OpenAI classifies intent (bug/feature/billing/general/spam) and extracts priority (P0-P3)
3. Code node parses the AI response into structured data
4. Switch node routes each category to the right destination
5. Bugs create a Linear issue and post in #engineering
6. P0 detection triggers a Slack @channel alert in #incidents
7. Billing questions route to #billing
8. Feature requests are logged in a spreadsheet for prioritization
9. Auto-acknowledgment email fires to the customer immediately

Results

• P0 detection: hours to under 2 minutes
• Misrouted tickets reduced by 70%
• Support lead saves 2 hours/day on manual triage
• Customer satisfaction improved 25% (instant acknowledgment)
• Complete ticket analytics for free (every ticket logged with metadata)