AI support ticket routing
Help customers reach the right team without repeating the issue. PineDove can gather the details needed to act, check for an existing ticket, and send the request to the queue that owns it.
- CustomerMy weekly export is missing records from one location.
- PineDoveWhich location and reporting week are affected? I’ll include both when I send this to the reporting team.
- CustomerThe North branch, for the week ending October 30.
- PineDoveI opened ticket PD-204 for the reporting team and included the location and date range. You can reply here to add anything they should know.
How an AI agent routes a support request
Collect what the team needs
Ask for the details specific to the issue and summarize the customer’s request and what has already been checked.
Create or update the ticket
Find any existing case for the same issue. Create a ticket or add the latest details using your helpdesk’s fields.
Assign the team and follow up
Apply your queue and priority rules, then share the ticket reference and tell the customer how to follow up.
When your team steps in
Your team defines which queue owns ambiguous requests and which issues need immediate attention. The agent includes the reason for the handoff and the information needed to pick up the case.
What we test before launch
We review routing rules with the people who handle each queue. Before launch, we test duplicate cases, urgent requests, and tickets that need a fallback assignment.
Bring a support ticket to the assessment
We’ll follow the request from the first message to the assigned queue and see where an agent could save your team time.