Support Ticket Automation
Built a rule-based webhook pipeline for auto-classification and smart ClickUp escalation, resolving 40%+ of tickets without any human intervention.
40%+
Tickets Auto-Resolved
0
Human Touch Required
Support Volume Outpacing Headcount
The support team was drowning in repetitive, low-complexity tickets — password resets, status checks, standard FAQ responses — that consumed the same time as genuinely complex issues. Ticket backlog was growing and first-response times were slipping, despite the team working flat out.
Rule-Based Classification with Smart Escalation
Built a webhook-driven intake pipeline that intercepts every incoming ticket before it reaches the human queue. A layered rule engine classifies tickets by type, urgency, and account tier. Standard-pattern tickets are resolved automatically with templated responses. Ambiguous or high-priority tickets are escalated to ClickUp with full context — channel, account history, and a suggested resolution path — so the agent can act immediately.
40% of Volume Handled Without a Human
Within the first full month, over 40% of all incoming tickets were resolved end-to-end by the automation, with zero escalation needed. Human agents now only see tickets that genuinely require judgment. Average first-response time on escalated tickets dropped because agents are no longer context-switching from low-complexity work.
New
In Progress
Resolved