Automatically creates complete, enriched tickets from any channel—with accurate categorization, customer context, duplicate detection, and proper routing—so agents start helping instead of documenting.
"We analyzed our agents' time. They spend 27% of their day creating and updating tickets. Twenty-seven percent. Not helping customers—documenting that they helped customers. That's almost a third of their time filling out forms. And the data quality is terrible anyway. Every agent categorizes differently. Priority is subjective. Descriptions range from detailed paragraphs to 'fixed issue.' We can't do trend analysis because the data is inconsistent. We can't identify emerging issues because tickets aren't properly categorized. We can't measure true resolution time because duplicates inflate the numbers. We need tickets that create themselves—accurately, consistently, with full context. We need our agents helping customers, not typing into forms."
— VP of Customer Experience, Enterprise Software Company
Deploy an AI agent that monitors every customer interaction and automatically creates complete, enriched, properly-routed tickets—with accurate categorization, full customer context, and duplicate detection—so agents focus on resolution, not documentation.
Analyzes conversations to extract issue details, customer sentiment, urgency indicators, and business impact—creating tickets that capture the full context, not just a summary.
Looks up customer in CRM, pulls account details, ARR, tier, health score, open tickets, CSM, and recent interactions. Every ticket arrives with complete context—no manual lookup required.
Identifies potential duplicate tickets and related issues before creation. Links similar cases together, preventing ticket sprawl and ensuring agents see the full picture.
Intelligent extraction of ticket details from any conversation format.
Accurate classification based on content, not keywords.
Automatic lookup and attachment of customer context.
Identifies related tickets to prevent duplication and enable linking.
Routes tickets to the right queue, team, or individual.
Triggers follow-up actions based on ticket attributes.
Customer reports issue over chat with back-and-forth troubleshooting. Agent focuses on helping. When conversation ends, complete ticket exists with full context.
"Subject: Data export timeout error - urgent business need. Category: Technical → Data Export → Performance. Priority: P1 (business impact: board meeting in 2 hours). Description: Customer experiencing timeout errors when attempting data export. Issue started 1 hour ago. No recent changes to account. Export size: ~50MB. Error message: 'Request timeout after 60 seconds.' Customer has board meeting in 2 hours requiring this report. Account: Meridian Corp (Enterprise, $180K ARR, Health: 87). Troubleshooting attempted: Cleared cache, tried different browser, reduced date range - all failed. Attachments: Screenshot of error message. Related tickets: TKT-78401 (similar export issue, 2 hours ago - possible system-wide issue)."
Product bug causes 50 customers to report the same issue across email, chat, and phone. Instead of 50 separate tickets, one incident ticket with 50 linked customer cases.
"New ticket creation: 'Login button not responding on Chrome.' Duplicate analysis: 94% match to INC-2024-0892 ('Login functionality broken - Chrome users'). Incident status: Active, Engineering investigating. Affected customers: 47 (now 48). Resolution ETA: 2 hours. Action taken: (1) Customer case CAS-78456 created and linked to incident, (2) Customer added to affected list, (3) Auto-response sent with incident status and ETA, (4) Customer will receive resolution notification automatically. Result: No duplicate ticket created. Customer informed. Engineering has accurate impact count."
Email arrives from unknown address. System identifies sender, pulls company info, discovers $500K ARR Enterprise account, flags for VIP handling, notifies CSM.
"Email from: john.smith.personal@gmail.com. Subject: 'Need help with SSO setup.' Initial lookup: No match. Signature analysis: 'John Smith, CTO, NovaTech Industries.' Company lookup: NovaTech Industries found. Account details: Enterprise tier, $520K ARR, 450 users, Health score: 91, Renewal in 3 months, CSM: Jennifer Walsh. Contact creation: John Smith added as contact (CTO). Ticket enrichment: All account context attached. Priority override: P2 (enterprise account, C-level contact). Routing: Enterprise Technical Team. Notifications: CSM Jennifer Walsh notified via Slack. Auto-response: Enterprise acknowledgment template sent. Result: VIP treatment triggered despite personal email address."
Customer emails, then calls, then chats about the same issue. System recognizes same customer, same issue, and consolidates all interactions into one ticket.
"Interaction 1 (Email, 9:15 AM): Customer reports billing discrepancy. TKT-78234 created. Interaction 2 (Phone, 10:30 AM): Same customer calls about same issue. Analysis: 92% match to TKT-78234. Action: Call notes appended to existing ticket, not new ticket created. Interaction 3 (Chat, 2:45 PM): Same customer on chat asking for update. Analysis: Same issue, same ticket. Action: Chat transcript appended, customer informed of ticket status. Final ticket: Single TKT-78234 with complete history: original email, call transcript and notes, chat transcript. Timeline preserved. All context in one place. Agent sees full journey."
Creates tickets from email, chat, phone, social, and web forms automatically.
Condenses long conversations into clear, actionable ticket descriptions.
Extracts and attaches relevant files, screenshots, and logs automatically.
Creates tickets from conversations in 30+ languages with accurate translation.
Populates custom fields based on extracted information and business rules.
Scores ticket completeness and flags those needing additional information.
Updates tickets as conversations continue, keeping context current.
Identifies emerging issues based on ticket patterns and alerts operations.
Complete log of extraction decisions and enrichment sources for compliance.
Reports to: Support Operations Manager
Availability: 24/7/365
Scope: All customer interactions
Complete specification including extraction rules, categorization logic, and enrichment sources.
Download .docxConfigure extraction rules, customize category taxonomy, and define duplicate matching and routing logic.
Pay once. Own the asset. Full source code. Deploy on your infrastructure.
All conversation data and tickets never leave your infrastructure.
New extraction models, categorization improvements, and integration updates.
Configure extraction rules, category taxonomy, and routing logic.
Deploy the Ticket Automation Agent on your infrastructure. Every conversation becomes a perfect ticket. Zero manual documentation. 100% context captured.
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