Scriptera
Mattermost automations — Ticket Triage & Routing
Ready-made scenarios where Mattermost works for you (ticket triage & routing): pick one — a copy appears in your account and runs on its own.
19 scenarios
- New bugs — straight to the right team
- Support email triage: category, priority, a ticket and alerts for the critical ones
- Automatic triage of support emails
- Email and form requests in one stream, prioritised and auto-answered
- Incoming messages routed to the right team
- Fast-track VIP support tickets — instant task and alert
- Tickets prioritized by importance, tasks created for you
- Customer escalations found automatically and routed to the team
- Feedback triage: angry to chat, questions answered, ideas filed
- Ticket triage and escalation with response-time control
- Customer feedback routed by team and mood into your work chat
- Form feedback sorts itself: tasks, table, alerts
- Support triage by urgency, done automatically
- Smart triage and replies for form inquiries
- Tenant complaints: triage, technician dispatch, acknowledgement and SLA tracking
- Tickets: automatic triage by category and deadline reminders
- Support ticket triage — simple ones close, hard ones go to an engineer
- Tester feedback triage: tickets, knowledge base and a reply to the author
- Handling stalled tickets: answers, reminds and closes on its own
