Support tickets landed in one queue regardless of urgency, so simple requests waited behind complex ones. Prowess built a triage layer that classifies incoming tickets and routes them to the right queue automatically, before a human ever opens them.
The Challenge
Every support ticket landed in one shared queue regardless of urgency, so simple requests often waited behind complex, unrelated ones.
“Our most urgent tickets were sitting in the same queue as routine password reset requests.”
The Requirement
The automation needed to do three things well:
1. Classify each ticket by topic and urgency the moment it arrives.
2. Route it to the right queue automatically, without a person sorting it first.
3. Give agents a simple view of what needs attention first.
The Approach
Prowess worked through the existing ticket categories and escalation rules with the support team, then built a lightweight classification layer that sits in front of the existing helpdesk tool rather than replacing it.
What We Built
The automation covers three pieces:
01 / Ticket Classifier: Automatically tags each incoming ticket by topic and urgency.
02 / Priority Routing: Sends tickets straight to the right queue, so urgent ones don't wait behind routine requests.
03 / Agent Dashboard: A simple view of what's incoming and what needs attention first.
The Outcome
Tickets are classified and routed to the right queue as soon as they arrive, before an agent has to sort through them manually.
Auto
Classification and routing on arrival
Priority
Queueing so urgent tickets surface first
7 Wks
From kickoff to production rollout
“Tickets used to pile up in one queue. Now the urgent ones get flagged and routed automatically, so the team knows what to look at first.”
