Triage of incoming tickets — type, severity and priority automatically

A new ticket comes in — AI parses it and sets the type, severity and priority itself, and when detail is missing marks it "needs info".

  • Parses every new ticket itself
  • Sets the type, severity and priority
  • Holds tickets that lack detail
  • The queue is always triaged
Set it up for yourselfScriptera

How it works

Automating Salesforce takes no code: a ready-made scenario does the routine for you.

  1. Starts when: Service Ticket Created
  2. Then: AI Agent
  3. Check: Define Type
  4. If yes: Set Type to Question
  5. Check: Define Severity
  6. If yes: Set Severity to Wishlist
  7. Check: Define Priority
  8. If yes: Set Priority To Low
  9. Check: More Info Needed?
  10. If yes: Set to Needs Info & Block
  11. If no: Set Priority To Normal
  12. If no: Set Priority To High
  13. If no: Set Severity to Minor
  14. If no: Set Severity to Normal
  15. If no: Set Severity to Critical
  16. If no: Set Severity to Important
  17. If no: Set Type to Enhancement
  18. If no: Set Type to Bug
  19. If no: Set Type to Onboarding
  20. Then: Structured Output Parser
  21. Then: OpenAI Chat Model

You can launch this integration in Scriptera: describe the task in plain words — the scenario is built, launched and monitored for you.

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