The Challenge
Business Problem
Support teams are overwhelmed with tickets, leading to slow response times and misrouted issues. Critical tickets get lost in the queue alongside simple questions.
The Approach
Solution Overview
An AI triage agent monitors incoming support channels, classifies ticket urgency and category, enriches tickets with relevant context from internal docs, and routes them to the appropriate team member.
Step-by-Step
Implementation Steps
1
Monitor Support Channels
Use the Slack MCP server to monitor designated support channels for new messages.
2
Classify and Prioritize
Analyze message content to determine urgency (critical, high, medium, low) and category.
3
Enrich with Context
Search knowledge base and past tickets for relevant information.
4
Route to Team
Assign the ticket to the appropriate team and notify via Slack.
Code
Code Examples
javascript
Triage Classification
async function triageTicket(message) {
const classification = await claude.analyze(message, {
prompt: "Classify this support request: urgency (critical/high/medium/low), category, suggested team."
});
await slack.tool("send_message", {
channel: classification.team_channel,
text: formatTriageNotification(message, classification)
});
}Overview
ComplexityEasy
Estimated Time~5 hours
Tools Used
SlackZendeskClaude
Industry
Customer ServiceSaaS
Required MCP Servers
ROI Metrics
Time Saved2-3 hours per agent per day
Cost Reduction40% faster first response time
Efficiency Gain92% accurate ticket classification