Every incoming ticket sorted and answered the way it deserves
When a ticket arrives from your help desk, the flow decides whether it is a bug, a billing question or a how-to request, then drafts from your help center accordingly. Anything else gets one line saying a person is needed.
Support · Something arrives from another system · 10 steps · Reads your documents
When something arrivesIt arrives
RouteWhat kind of question?
RetrieveRetrieve — Bug report
RetrieveRetrieve — Billing answer
RetrieveRetrieve — How-to answer
AnswerPolitely decline
AnswerBug report
AnswerBilling answer
AnswerHow-to answer
Answer shownAnswer shown
10 steps in the flowDrag the canvas, or any step, to move it around.
Why teams run it
First-touch support spends much of its day reading tickets to decide what they are before anyone can help. A billing question answered like a how-to, or a bug report answered with a help article, costs a second contact and a less patient customer.
How it is governed
- Only a correctly signed webhook call can start a run.
- Billing answers are instructed never to estimate a charge.
- Drafts are returned for your team; nothing is sent to customers.
- Every ticket, its category and its draft are kept in the run history.
- Who runs it
- Support team leads; Support agents; Customer operations managers.
- What you supply
- Your help centre as a knowledge source.
It ships with test questions
- The export button does nothing
- Why was I charged twice in March?
From template to a live agent
The same builder, tests and release review apply to a template as to anything built from scratch.
- Open it as a working flow
- Every step, source, branch and approval is already in place, and every one of them can be changed before it runs on your data.
- Prove it before it ships
- An evaluation set can gate the release, so a change that breaks an answer never reaches anyone. A question it cannot answer from the sources leaves the gate unproven, not passed.
- Keep a person on the decisions
- A run that needs a decision stops and says exactly what approving will do, and who it is waiting for.
- Publish where people work
- A form, an embedded widget, Microsoft Teams or a scheduled batch — with its own access and limits per deployment.
- What teams usually change
- Rename or add categories to match your queues; Point each path at its own sources, such as billing policies; Choose a different model for the classifying step.
Questions buyers ask
- Does it reply to the customer?
- No. The flow drafts a response and records it with the run; the template has no step that writes back to your help desk. Your agents review the draft and send it.
- How does it decide what kind of ticket it is?
- A model reads the ticket and picks the closest category by meaning rather than by keyword, and only that path runs. A ticket that fits no category takes its own path and gets a one-line note instead of a forced answer.
- What does our help desk need to do?
- Send new tickets to the flow’s webhook, signed with the secret shown on the agent’s triggers. A call without a valid signature is refused before any run starts.
Related templates
All 60 templates- First-line supportAnswers customer questions from your help centre and runbooks, and hands anything it cannot ground to a person.SupportSomeone asks7 stepsa person approves
- Escalation write-upTurns a messy thread into a handover note, then posts it to the on-call channel once someone approves it.SupportSomething arrives from another system7 stepsa person approves
- Customer reply translatorTranslates a reply into the customer’s language, keeping your product terms exactly as your glossary has them.SupportSomeone asks4 steps
- Public documentation searchA grounded assistant for a public link — refuses anything not in the docs, so it cannot be talked into a claim.SupportSomeone asks4 steps
See it run on your own data
We open it in the builder, point it at a sample of your documents and systems, and run it with you.