Customer Support Triage System

Easy~5h estimatedCustomer ServiceSaaS

SlackZendeskClaude

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

Monitor Support Channels

Use the Slack MCP server to monitor designated support channels for new messages.

Classify and Prioritize

Analyze message content to determine urgency (critical, high, medium, low) and category.

Enrich with Context

Search knowledge base and past tickets for relevant information.

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

Slack MCP Server→

ROI Metrics

Time Saved2-3 hours per agent per day

Cost Reduction40% faster first response time

Efficiency Gain92% accurate ticket classification