Home/AI support ticket triage
Solution
AI support ticket triage
AI support ticket triage reads every incoming support message, drafts the reply in your tone with the right policy or order details cited, tags and prioritises the ticket, and queues the draft for a human to send. Engine Labs ships this as the Support Engine.
What is AI support ticket triage?
AI support ticket triage retires the tier-one inbox job: reading the ticket, looking up the answer in your help docs or past tickets, writing the reply, tagging the category, and prioritising urgency. The Support Engine drafts everything; a human still sends.
Who is it for?
E-commerce stores, coaches and course creators whose support inbox is the bottleneck. Teams where the same six issue categories repeat weekly and senior staff are pulled in to firefight.
What does it replace?
Tier-one support: the person who reads the ticket, looks up the answer, writes the reply and tags the issue.
What inputs does it need?
- Your support inbox(es) and channels — email, web chat, social DMs where permitted.
- Your help docs, FAQs, refund policy, shipping policy and past resolved tickets.
- Your tagging taxonomy and SLA targets.
What does the system output?
- A drafted reply for every ticket, in your tone, with facts cited from your docs.
- Auto-tagged and prioritised tickets, with urgency and category set.
- A weekly summary of top issue categories, repeat offenders and missing docs.
How much does it cost?
The Support Engine price band runs from A$650 to A$4,500 AUD, GST exclusive unless stated, scoped in the Control Centre. See the full pricing schedule for tiered detail.
What tools can it integrate with?
Zendesk, Intercom, Help Scout, Front, Freshdesk, Gmail, Outlook, Notion, Google Docs, Confluence, your own help centre, Slack (for handover alerts).
What should not be automated?
- Auto-sending of replies to customers — drafts only by default.
- Refunds, credits, account-status changes or any action with money or access consequences.
See what we don't do for the full exclusion list.
How Engine Labs builds it
Brief, scope, build, acceptance, handover. Two to four weeks depending on doc volume and inbox count. You keep the repo, the prompts and the run-book. The full six-step Build → Run loop is on the methodology page.
FAQ
Questions about AI support ticket triage.
No. Every customer-facing reply is a draft. The auto-send gate is non-negotiable and is written into every Statement Of Work. Refunds, credits and account-status changes always require a human.
Zendesk, Intercom, Help Scout, Front and Freshdesk on the helpdesk side; Gmail and Outlook for inbox; Notion, Google Docs, Confluence and your own help centre for source material; Slack for handover alerts.
The Support Engine price band runs from A$650 to A$4,500 AUD, GST exclusive unless stated. Basic is one inbox with RAG on one doc set; Premium is multi-inbox, multi-doc-set RAG with custom tone training and a summary dashboard.
We train on your past resolved tickets and your help docs. The Premium tier includes explicit tone training. Every reply is a draft you review before sending, so the model learns iteratively.
Get started
Brief AI support ticket triage in the Control Centre.
Read the Support Engine spec sheet for the full scope, the pricing schedule for tiered detail, or open the Control Centre to brief it directly.