Workflow Template
Customer Support Ticket Workflow
Captures customer support tickets, classifies them by type and prioritises them using AI, routes to the correct queue, allows an agent to troubleshoot with escalation to a senior agent if unresolved, then confirms resolution with the customer, requests satisfaction feedback, and closes the ticket.
Picture a Monday morning inbox flooded with support tickets, each needing to be read, categorised, prioritised and sent to the right person before anyone can start fixing anything. This workflow captures every ticket the moment it lands, uses AI to classify and prioritise it, routes it to the right queue, and keeps a manual review step ready for anything the AI isn't confident about. Agents get a clear troubleshooting path with built-in escalation to senior staff, plus automatic customer confirmations and feedback requests, so nothing falls through the cracks and every ticket closes with a clean paper trail.
Business Outcomes
- Faster ticket triage with AI classification and priority scoring
- Fewer misrouted tickets thanks to confidence checks and manual review fallback
- Clear escalation path reduces unresolved tickets sitting idle
- Automated customer updates improve response time perception
- Built-in feedback capture at close for ongoing service quality tracking
Workflow Steps
Steps
- 1Create Support Ticket Recordcreate record
Registers the incoming request as a support ticket record.
- 2Set Status to Openupdate record
Marks the ticket as Open on creation.
- 3Classify Ticket Typeai classification
Uses AI to classify the ticket by type based on the description and product.
- 4Check Classification Confidence
Routes low-confidence classifications to human review before proceeding.
_ai_clf_classify_ticket_type_needs_human_review: "true"→Manual Ticket Classification ReviewDefault→Persist AI Ticket Type - 5Manual Ticket Classification Reviewcreate task
Support lead reviews and confirms the ticket type and priority when AI confidence is low.
- 6Persist Reviewed Ticket Typeupdate record
Saves the manually confirmed ticket type to the record.
- 7Persist AI Ticket Typeupdate record
Saves the AI-classified ticket type to the record.
- 8Prioritise Ticketai prioritisation
Uses AI to assess urgency and severity and assign a priority level.
- 9Check Prioritisation Confidence
Routes low-confidence prioritisation to human review before proceeding.
_ai_priority_prioritise_ticket_needs_human_review: "true"→Manual Priority ReviewDefault→Persist AI Priority - 10Manual Priority Reviewcreate task
Support lead reviews and confirms ticket priority when AI confidence is low.
- 11Persist Reviewed Priorityupdate record
Saves the manually confirmed priority level to the record.
- 12Persist AI Priorityupdate record
Saves the AI-assessed priority level to the record.
- 13Assign Ticket to Support Agentassign user
Assigns the ticket to a first-line support agent based on ticket type and priority.
- 14Send Ticket Received Confirmationsend email
Confirms to the customer that their ticket has been received and is being worked on.
- 15Set Status to In Progressupdate record
Marks the ticket as In Progress while the agent troubleshoots.
- 16Agent Troubleshoots Ticketcreate task
Support agent investigates and attempts to resolve the issue, recording notes and outcome.
- 17Persist Troubleshooting Outcomeupdate record
Saves the agent's resolution notes and outcome to the ticket record.
- 18Route on Troubleshooting Outcome
Routes to escalation if the agent could not resolve the issue, otherwise proceeds to closure.
resolution_outcome: "Needs Escalation"→Set Status to Escalatedresolution_outcome: "Resolved"→Set Status to ResolvedDefault→Set Status to Escalated - 19Set Status to Escalatedupdate record
Marks the ticket as escalated before assigning to a senior agent.
- 20Assign to Senior Agentassign user
Assigns the escalated ticket to a senior support agent.
- 21Senior Agent Resolves Ticketcreate task
Senior agent investigates the escalated ticket and records the final resolution.
- 22Persist Senior Resolution Notesupdate record
Saves the senior agent's resolution notes to the ticket record.
- 23Set Status to Resolvedupdate record
Marks the ticket as Resolved once the issue has been fixed.
- 24Email Resolution Confirmation & Request Feedbackrequest external input
Confirms the resolution to the customer and requests satisfaction feedback via a short form.
- 25Close Ticketupdate record
Sets the final status of the ticket to Closed.
Fields
- Full Name*
- Email Address*
- Phone Number
- Product or Service*
- Describe the Issue*
- Urgency*
- +7 more fields
Forms
Submit a Support Request
7 fields
Data Views
All Support Tickets
support_ticket_ref, customer_name, product_service, ticket_type +2 more
Dashboard Widgets
Recommended integrations
Setup the following integrations to extend workflow capability.
Send email in the workflow
AWS SES
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FAQs
Do I need any technical skills to set this workflow up?
No. The Customer Support Ticket Workflow is a ready-to-use template inside assess.one, so you just publish it and it's live. You can then tweak steps, roles, and notifications directly in the platform without writing any code or briefing a developer.
Can my team customise the AI classification and priority thresholds?
Yes. The confidence checks for classification and prioritisation are configurable, so you decide how confident the AI needs to be before a ticket routes automatically versus going to manual review. You can adjust these thresholds and the review steps at any time inside assess.one.
Is this suitable for a small support team, or only larger operations?
It works for both. Small teams benefit from having tickets automatically classified and prioritised without a dedicated triage person, while larger teams get structured routing and escalation to keep queues organised as volume grows. The escalation and review steps scale with however many agents you assign.
What happens if the AI gets the classification or priority wrong?
Every classification and prioritisation step has a confidence check built in. If confidence is low, the ticket goes to a manual review step where a human confirms or corrects the type and priority before it's persisted and moves on — so mistakes get caught early rather than causing misrouted tickets.
How does escalation to a senior agent work?
After an agent troubleshoots a ticket, the outcome is recorded and the workflow routes based on that result. If the issue isn't resolved, the status automatically updates to Escalated and the ticket is reassigned to a senior agent, so nothing stalls waiting for someone to notice it's stuck.
Who needs access to this workflow?
Typically support agents, senior agents, and a team lead or manager who handles manual reviews. Access and permissions for each role are set inside assess.one, so you control exactly who can view, action, or approve steps like classification review or escalation.
Does the customer get notified automatically at each stage?
Yes. The workflow sends a ticket received confirmation as soon as the ticket is created and assigned, and it requests satisfaction feedback once the resolution is confirmed. These notifications are configured within assess.one and can be edited to match your tone and branding.
How long does it take to get this workflow running?
Publishing the template takes minutes, not weeks. Once it's live, your team can start logging and processing real support tickets immediately — there's no separate implementation project or software installation required.
Can we track resolution and feedback data for reporting?
Yes. Because status changes, troubleshooting outcomes, and feedback are all persisted as part of the workflow, you get a running record of how tickets moved through the process. This makes it straightforward to review response times, escalation rates, and customer satisfaction trends.
Ready to use this workflow?
Create a free account and customise this workflow for your business.