Workflow Template
Customer Support Ticket Workflow
Captures customer support tickets, acknowledges receipt, uses AI to prioritise the ticket (with human fallback), assigns agent work based on priority, escalates unresolved issues to a senior agent, closes the ticket with a resolution email, and follows up with a satisfaction survey.
A customer emails in with a broken product or a billing question, and instead of that message sitting in a shared inbox, this workflow turns it into a ticket the moment the request form is submitted. It sends an acknowledgement with a reference number, uses AI to work out how urgent the issue is (falling back to a support lead when it's unsure), assigns the right agent task with a matching due date, escalates anything unresolved to a senior agent, and closes things out with a resolution email and satisfaction survey. Your team gets a clear queue of prioritised work instead of a pile of unsorted emails, and every ticket's status and history is tracked automatically.
Business Outcomes
- Faster first response with automatic acknowledgement emails and reference numbers
- More consistent prioritisation using AI, with a human fallback when confidence is low
- Clearer agent workload with due dates that adjust automatically based on priority
- Fewer tickets falling through the cracks thanks to built-in escalation to a senior agent
- Better visibility into customer satisfaction through automatic post-resolution surveys
Workflow Steps
Steps
- 1Create Support Ticketcreate record
Registers the submitted support request as a ticket record.
- 2Set Status Openupdate record
Sets the ticket status to Open.
- 3Send Acknowledgement Emailsend email
Emails the customer an acknowledgement with their ticket reference number.
- 4AI Priority Ratingai decision
Uses AI to assess and recommend the ticket's priority level.
- 5Route on AI Priority Result
Routes to human review if AI is unsure, otherwise persists the AI-assigned priority.
_ai_decision_ai_priority_rating_needs_human_review: "true"→Support Lead: Set Priority_ai_decision_ai_priority_rating_decision: "High"→Save AI-Determined Priority_ai_decision_ai_priority_rating_decision: "Medium"→Save AI-Determined Priority_ai_decision_ai_priority_rating_decision: "Low"→Save AI-Determined PriorityDefault→Support Lead: Set Priority - 6Save AI-Determined Priorityupdate record
Persists the AI-recommended priority to the ticket record.
- 7Support Lead: Set Prioritycreate task
Support lead reviews the ticket and manually sets the priority when the AI is unsure.
- 8Save Manual Priorityupdate record
Persists the support lead's manually assigned priority to the ticket record.
- 9Set Status In Progressupdate record
Sets the ticket status to In Progress before assigning agent work.
- 10Route Agent Task by Priority
Routes to the appropriate agent task based on ticket priority, setting due date accordingly.
priority: "High"→Agent Task (High Priority)priority: "Medium"→Agent Task (Medium/Low Priority)priority: "Low"→Agent Task (Medium/Low Priority)Default→Agent Task (Medium/Low Priority) - 11Agent Task (High Priority)create task
Assigns a support agent to work the high priority ticket, due in 1 day.
- 12Agent Task (Medium/Low Priority)create task
Assigns a support agent to work the medium or low priority ticket, due in 3 days.
- 13Save Agent Findingsupdate record
Persists the agent's troubleshooting notes, resolution and outcome to the ticket record.
- 14Route on Agent Outcome
Routes to escalation if the agent could not resolve the ticket, otherwise proceeds to closure.
outcome: "Resolved"→Set Status Closedoutcome: "Escalate"→Set Status EscalatedDefault→Set Status Closed - 15Set Status Escalatedupdate record
Sets the ticket status to Escalated before assigning the senior agent.
- 16Senior Agent Taskcreate task
Assigns a senior agent to resolve the escalated ticket, due in 2 days.
- 17Save Senior Agent Resolutionupdate record
Persists the senior agent's resolution to the ticket record.
- 18Set Status Closedupdate record
Sets the ticket status to Closed once a resolution has been reached.
- 19Send Resolution Emailsend email
Emails the customer the final resolution of their ticket.
- 20Send Satisfaction Surveyrequest external input
Sends the customer a satisfaction survey requesting a rating and comments.
Fields
Show all 14 fieldsShow fewer fields
FormSupport Ticket Request
- Customer Name*· Text
- Customer Email*· Email
- Product or Service*· Text
- Issue Type*· Choice
- Description*· Long text
- Screenshots or Attachments· File upload
TaskAgent Task (High Priority)
- Troubleshooting Notes*· Long text
- Resolution*· Long text
- Outcome*· Choice
TaskSenior Agent Task
- Senior Agent Resolution*· Long text
Other fields
- Ticket Status*· Choice
- Priority*· Choice
- Satisfaction Rating*· Number
- Satisfaction Comments· Long text
- Customer Name*
- Customer Email*
- Product or Service*
- Issue Type*
- Description*
- Screenshots or Attachments
Forms
Support Ticket Request
6 fields
Data Views
Support Tickets
customer_name, issue_type, priority, ticket_status
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 developers to set this up?
No — this is a ready-to-use template, so your workspace can publish it and start running live support tickets within minutes. There's no installation or development project involved, so your team can get going straight away.
Can my team change how tickets get prioritised or assigned?
Yes, you can adjust the workflow by describing the change you want in plain English or by editing the steps directly in the workflow editor. Earlier versions of the workflow are kept, so you can see what's changed over time.
What happens if the AI can't confidently set a priority?
When the AI priority rating step is unsure, the ticket routes to a support lead who manually sets the priority instead. That manually assigned priority is then saved to the ticket record, so the rest of the workflow — including agent task routing — carries on as normal.
Who actually works on the tickets?
Support agents are assigned tasks based on the ticket's priority — high priority tickets go to an agent task due in 1 day, while medium or low priority tickets go to an agent task due in 3 days. If an agent can't resolve a ticket, it's escalated to a senior agent for a further task.
Does the customer need to create an account to submit or track a ticket?
No — customers submit tickets through a public request form and receive updates and forms by email, including the acknowledgement, resolution email, and satisfaction survey. They're never required to log in or set up an account at any point.
How do we know where a ticket is at any given time?
Every ticket is a record with its own reference number, a status such as Open, In Progress, Escalated or Closed, and a timeline showing what's happened. Table views and dashboards let your team see tickets grouped by status at a glance.
Is this suitable for teams that only have one or two support agents?
Yes — the workflow works whether tickets are handled by one agent or split across a larger team, since tasks are simply assigned to whichever team member is set up to receive them. The escalation step to a senior agent is optional in practice, since it only triggers when an agent marks a ticket as needing further help.
What information do we get back on customer satisfaction?
After a ticket is closed and the resolution email is sent, the workflow sends a satisfaction survey asking for an overall rating and any comments. Those responses are saved to the ticket record, giving you a record of feedback tied to each individual case.
Can we send emails or texts from our own accounts instead of the platform default?
Yes, a workspace can optionally connect its own AWS SES account for email or AWS SNS or Twilio account for SMS. This is a workspace-level setting rather than something you need to configure within this specific workflow.
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