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Customer service ticket routing and response

Automatically routes incoming customer service tickets to the appropriate team and generates intelligent responses based on ticket content and customer history. Reduces response times and improves customer satisfaction through efficient ticket management.

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Workflow Trigger

Customer submits a support ticket through any channel (email, chat, contact form).

Visual Flow

Each node represents an automated step. Connections show how data and decisions move through the workflow.

Step-by-Step Breakdown

Detailed explanation of each automated stage in the workflow.

  1. 1
    Trigger

    Receive Customer Support Ticket

    A new customer service ticket is created in Gorgias from email, chat, or contact form submission. The ticket contains customer information and inquiry details.

    Gorgias
  2. 2
    Action

    Enrich Customer Profile Data

    Retrieve customer's order history, subscription status, and previous support interactions from Shopify. Merge this data with the ticket for context.

    GorgiasShopify
  3. 3
    Action

    Analyze Ticket Content

    Use AI to categorize the ticket by type (shipping, returns, product questions, billing) and determine urgency level. Extract key entities like order numbers and product SKUs.

    Gorgias
  4. 4
    Decision

    Route Based on Category

    Automatically assign ticket to appropriate team or agent based on category, customer tier, and current team workload. High-priority tickets get escalated immediately.

    Gorgias
  5. 5
    Action

    Generate Suggested Response

    Create AI-powered response suggestions based on ticket category, customer history, and knowledge base. Include relevant order details and next steps.

    GorgiasShopify
  6. 6
    Action

    Update Customer Communication

    Send automated acknowledgment email to customer with ticket number and estimated response time. Add customer to relevant Klaviyo segment for follow-up campaigns.

    GorgiasKlaviyo
  7. 7
    Output

    Deliver Routed Ticket

    Present the enriched, categorized ticket to the assigned agent with suggested responses and full customer context. Track routing efficiency and response metrics.

    Gorgias

Outputs

  • Properly routed and categorized support ticket
  • AI-generated response suggestions
  • Updated customer communication preferences

Key Metrics

  • Average ticket routing time
  • First response time
  • Customer satisfaction score

Tools & Integrations

OA

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