How the Support Ticket Triage Automation Works
Support inboxes have a way of becoming a source of low-level stress rather than a managed process. Every message that arrives needs to be read, categorised, and responded to, and when the volume picks up the backlog builds quickly. I built the Support Ticket Triage automation to take the repetitive classification and first-response work off the team’s plate, so human attention goes to the tickets that actually need it.
The automation monitors the configured support inbox, reads each incoming message, assigns it to a ticket type based on keywords and context, and then either sends a template reply automatically or drafts a personalised response for review, depending on which plan is active.
What the Starter plan does
The Starter plan supports up to three ticket types. You define the types yourself at setup time — for example «billing query», «technical issue», and «general enquiry» — and you write the template reply you want sent for each type. When a new ticket arrives, the automation classifies it against those three types and sends the corresponding template immediately.
This is enough to handle a large proportion of typical support volume. Most businesses find that the majority of their incoming tickets fall into a small number of predictable categories with predictable answers. The Starter plan automates that majority reliably and consistently, without any AI credits or variable costs.
Each ticket and its assigned type are logged in your account dashboard so you can review classification accuracy and adjust your templates over time.
What the Pro plan adds
The Pro plan uses AI to draft a personalised reply for each ticket rather than selecting from pre-written templates. The draft is generated based on the ticket content and the context in the FAQ knowledge base, then either sent automatically or placed in a review queue depending on your confidence threshold settings.
The Pro plan also sends a Telegram alert for tickets classified as urgent, so you hear about genuine crises immediately rather than finding them in the morning inbox check. The urgency classifier watches for language patterns that indicate a blocked workflow, a payment issue, or an outright service failure.
The third major Pro feature is the FAQ knowledge base. Every time a ticket is resolved — either by the automation or by you — the system extracts the question and the accepted answer and adds them to the knowledge base. Over time this knowledge base improves the quality of AI-drafted replies and can be published as a public FAQ page if you choose.
Setup and configuration
You configure the automation at /my-account/ after subscribing. You provide the IMAP and SMTP credentials for the support inbox, define your ticket types and templates (Starter) or set your confidence threshold (Pro), and optionally connect the Telegram bot token for urgent alerts (Pro). The automation checks for new tickets every few minutes and processes them immediately.
There is no code to write and no server to maintain. The automation runs on our infrastructure and communicates with your inbox via standard email protocols.
Who this is for
Any business that receives repetitive support queries benefits from this automation. Software products, service subscriptions, e-commerce stores, and professional services firms all have the same basic pattern: most support volume is low-complexity and can be answered quickly with the right template. The Support Ticket Triage automation handles that volume automatically and surfaces the complex or urgent cases to a human.
The Pro plan is particularly well suited to businesses that are growing their support volume and cannot yet justify a full-time support hire. The AI drafting reduces the time each ticket takes to handle from several minutes to a quick review-and-send.
Pricing
Support Ticket Triage Starter costs 29 EUR per month and covers up to three ticket types with template replies. The Pro plan costs 49 EUR per month and includes AI draft replies, Telegram alerts for urgent tickets, and the auto-growing FAQ knowledge base. Both plans are month-to-month.