Tag and route incoming tickets
Every new ticket gets the right tags, priority and owner.
Customer support · Software · When something happens · Updated
Slack
Intercom
Pylon
Zoho Desk
Unthread
FreshdeskHow do you triage incoming tickets?
To triage incoming tickets, let Maito watch your support desk. For each new ticket it picks tags and a priority, routes it to the right queue or owner, and records why in the ticket history. You get a tidy queue, and unsure tickets are left for a person to review.
How it's done today
Tickets wait in a shared queue until someone triages.
What Maito does
- Read the ticket
- Pick category and priority
- Assign to the right team
Example
Loop run: New tickets in Intercom · Hourly routing summary
Routed 7 new tickets in the last hour. • Billing: 3 (normal), billing queue • Login and SSO: 2 (1 high), security queue • Integrations: 1 (normal), integrations queue • Export: 1 (high), engineering queue Check this one: #48514 says "Stripe payout missing" and I put it in Integrations, because it also mentions the Stripe integration. It may be Billing. Unsure, so I assigned it to nobody and tagged it needs review. Every decision is in the ticket history in Intercom.
@Maito #48514 is Billing. Anything about payouts goes there.
Moved to the billing queue, priority normal. Rule saved: "Stripe payout" goes to Billing even when integration is mentioned. That's the third correction on this pattern, so I'll stop asking.
Maito (12:00 PM):
Routed 7 new tickets in the last hour.
• Billing: 3 (normal), billing queue
• Login and SSO: 2 (1 high), security queue
• Integrations: 1 (normal), integrations queue
• Export: 1 (high), engineering queue
Check this one: #48514 says "Stripe payout missing" and I put it in Integrations, because it also mentions the Stripe integration. It may be Billing. Unsure, so I assigned it to nobody and tagged it needs review.
Every decision is in the ticket history in Intercom.
Sam (12:06 PM):
#48514 is Billing. Anything about payouts goes there.
Maito (12:06 PM):
Moved to the billing queue, priority normal. Rule saved: "Stripe payout" goes to Billing even when integration is mentioned. That's the third correction on this pattern, so I'll stop asking.
How to set it up
- Ask your agent
“Whenever a new ticket arrives in Intercom, tag it by product area, set a priority, and assign it to the right queue. Tell #support what you routed every hour.”
- Connect support desk
- Intercom
- Pylon
- Zoho Desk
- Unthread
- Freshdesk
Not connected yet? Your agent sends you a link to sign in.
What it won't do
It routes by your rules and what the ticket says. A customer who describes the wrong problem will still be routed on that description.
Questions
Intercom, Pylon, Zoho Desk, Unthread and Freshdesk.
It tags the ticket as needs review and leaves it unassigned, instead of guessing.
Yes. Every decision is written in the ticket history.
