Relevance AI Support Ticket Triage & Resolution Agent

Automate your support queue and eliminate resolution delays with an enterprise-grade Relevance AI agent.

This production-ready agent ingests raw customer tickets, analyzes sentiment and urgency, routes issues to the right department, and drafts empathetic initial replies in real time.

Key Capabilities:

• Instant Ticket Categorization: Automatically flags issues into Billing, Technical Bug, Feature Request, or Account Access.

• 4-Tier Urgency Matrix: Classifies tickets (Critical, High, Medium, Low) based on account tier and business impact.

• Automated Department Routing: Directs issues straight to Engineering, Finance, Security, or Product teams.

• Context-Aware Response Drafting: Generates tailored initial replies to keep customers informed and to escalate critical tickets.

• Strict JSON Delivery: Produces clean, structured data ready for webhook integrations with Zendesk, Freshdesk, or Slack.

Expected Output Format:

JSON

{

"ticket_id": "ST-1005",

"urgency": "LOW",

"sentiment": "Neutral",

"category": "Feature Request",

"routed_department": "Product Team",

"escalation_required": false,

"suggested_response": "Hello, thank you for reaching out and sharing your interest...",

"internal_notes": "Route to Product Team for feature evaluation."

}

What's Included:

• One-click Relevance AI Agent Import Link • Pre-configured System Prompt & JSON Output Schema