AI agents for ticket triage
Classify, route and draft replies for incoming support tickets.
16 agents, each with its inputs, outputs and review level checked by a person.
Ticket triage agents read incoming support tickets, classify them, set priority, route them to the right team and draft a first reply. They act before a person opens the ticket, which is where most of the delay in a queue sits. The listings record the help desks each agent connects to, what it sets on a ticket, whether it drafts or sends replies and how a person reviews its decisions.
Use them when a queue is large enough that routing itself costs time. Check whether the agent's categories can be your own, whether it learns from corrections, and whether replies go out without review.
The agents
- Finby IntercomResolves customer conversations across chat, email and voice from a company's own knowledge and procedures.Usage-based, from $0.99 per outcomeNeeds configurationAutonomousDetails
- Zapier Agentsby ZapierBuild an agent that does work across connected apps on command or on a trigger.FreemiumNeeds configurationAutonomousDetails
- Agentforceby SalesforceBuild service, sales and employee agents on Salesforce data with Agent Builder, instructions and actions.Usage-based, from $2 per conversationNeeds configurationOptional reviewDetails
- Botpressby BotpressVisual studio for support agents that resolve tickets, take actions and hand off to a person.Freemium, from $150/mo billed annuallyNeeds configurationOptional reviewDetails
- Cassidyby CassidyNo-code agents and workflows built on company knowledge that draft, triage and update records in everyday tools.FreemiumNeeds configurationOptional reviewDetails
- Dustby DustCustom agents on company knowledge that people and teams share, trigger and review in one workspace.Freemium, from €24 per seat/mo billed yearlyNeeds configurationOptional reviewDetails
- eesel AIby eeselAnswers support tickets and internal questions from connected help centres, docs and chat tools.Usage-based, from $0.40 per taskNeeds configurationOptional reviewDetails
- Forethoughtby ForethoughtResolves, classifies and routes support tickets using a company's past tickets and help content.Quote on requestNeeds configurationAutonomousDetails
- Freddy AI Agentby FreshworksAnswers and acts on customer requests in Freshdesk from connected knowledge and business apps.Subscription, from $29 per agent/moNeeds configurationAutonomousDetails
- Gorgias AI Agentby GorgiasAnswers shoppers and acts on orders, refunds and returns for ecommerce stores.Usage-basedNeeds configurationAutonomousDetails
- Leena AIby Leena AIPre-built AI colleagues that answer employee questions and resolve HR and IT tickets.Quote on requestNeeds configurationAutonomousDetails
- Lorikeetby LorikeetResolves complex support tickets end to end by following documented procedures across a team's systems.Subscription, from $2,100/moNeeds configurationAutonomousDetails
- Tray.ai Merlin Agent Builderby Tray.aiNo-code builder for conversational or autonomous agents with guardrails and more than 700 connectors.Quote on requestNeeds configurationAutonomousDetails
- Workato Geniesby WorkatoEnterprise agents on Workato workflows for lead management, support, IT operations and more.Quote on requestNeeds configurationAutonomousDetails
- Yuma AIby YumaResolves ecommerce support tickets and social messages through a connected helpdesk.Usage-basedNeeds configurationOptional reviewDetails
- Zendesk AI Agentsby ZendeskResolves multi-step customer requests inside Zendesk on messaging, email and voice.Subscription, from $55 per agent/moNeeds configurationAutonomousDetails
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Related
Groups that share agents with this one.
Questions
Does triage replace the support agent?
No. It decides where a ticket goes and drafts a start; a person still resolves it unless a support chat agent is also in place.
How accurate is the classification?
Vendors publish their own figures and the catalogue does not verify them. The review level on each listing shows whether a person confirms routing.