W-02 · Support triage bot
Tickets sorted and drafted before an agent opens them
The bot classifies each ticket, sets priority, and drafts a first response from your help content and past answers. Anything uncertain, sensitive, or high-stakes is flagged for a person before anything goes out.
How it runs
The workflow, step by step
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01
Ticket arrives
From your helpdesk, inbox, or form.
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02
Classify
Category, priority, and customer context are attached.
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03
Draft
A first response is drafted from your own content.
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04
Agent review
A person approves, edits, or takes over.
Who it is for
- Support teams spending hours a day sorting and tagging tickets
- Teams with a help center or past answers the bot can draw on
- Companies using a helpdesk that has an API or integration
What we need / what you get
We need
- Helpdesk or support inbox
- Help center articles and past answers
- Your escalation rules
You get
- Categorized, prioritized tickets
- Draft responses with sources
- A flagged queue for sensitive cases
Where people stay in the loop
- Billing disputes, legal topics, and angry customers are flagged, not auto-answered
- Drafts are reviewed by a person by default
- Low-confidence classifications are marked so they can be checked
Starting prices
Two ways to engage
Retainer
$1,000 /month
Ongoing building, monitoring, and tuning for one workflow with one measurable outcome.
Project + maintenance
$5,000 project
A scoped build, then a monthly retainer to keep it running.
These are starting prices. The final scope and price are set in the workflow review, once we know your volume and systems.
In the review
Questions we will ask
- Which helpdesk do you use, and how many tickets arrive in a typical week?
- Which topics must always go to a person?
- Where does the answer to a common question live today?
Common questions
Can it send replies without review?
It can for narrow, low-risk categories you approve. We recommend starting with review on everything and loosening it as the results earn trust.
What does it do with questions it cannot answer?
It says so, tags the ticket, and routes it to a person rather than guessing.