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Support Ops recipes
TL;DR: Support Ops recipes automate the ticket lifecycle — triage and routing, AI-drafted answers and deflection, SLA escalations, and CSAT follow-up. They connect helpdesks like Freshdesk or Zendesk with Slack, PagerDuty, and your knowledge base so your team handles fewer routine tickets.
Who this is for
Support and customer experience teams who want to reduce manual ticket handling and protect SLAs.
Recipes in this department
- Triage and route tickets — classify new tickets and route them to the right queue.
- Triage a support email with an evaluation agent — an evaluation agent picks the queue, the urgency, and whether it is a refund.
- Catch a refund request with an evaluation agent — a refund probability waits for a person or lets the playbook continue.
- Check the work before a reply — an evaluation agent checks the record before a language agent drafts the reply.
- Auto-answer and deflection — draft answers from your knowledge base and deflect common questions.
- Escalations and SLA breaches — escalate at-risk tickets to on-call and Slack.
- CSAT follow-up — send a survey after resolution and log the result.