Zendesk ticket triage and routing
Reads every incoming ticket and works out what it's actually about, which is often not what the subject line says. It tags against your existing taxonomy, sets priority from impact and customer tier together, and routes to the queue that can solve it. Anything mentioning data loss, security or legal is escalated immediately rather than triaged.
Published by Oasis Platform · Free to add
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Zendesk Ticket Triage is created in your workspace with its instructions and settings already filled in.
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The same discipline for live chat, where speed matters more. It classifies each conversation by intent, drafts the answer where your docs already have one, and prioritises by who's waited longest against their tier. Cancellation intent and anything angry enough to churn goes straight to a human.
Oasis PlatformOperationsDrafts support replies that are actually correct, because they're built from your help centre and previously resolved tickets rather than improvised. Every draft cites the article or ticket it came from so an agent can check before sending. When the knowledge base doesn't cover it, it says so and drafts nothing — a confident wrong support reply is worse than a slow one.
Oasis PlatformOperationsWatches your open tickets for the ones going wrong before the customer escalates for you. It looks at the real predictors — sentiment worsening across replies, the customer repeating themselves, exchanges piling up without resolution, executive contacts appearing on the thread. Each at-risk ticket comes with the specific line that changed its read, so the warning is actionable.
Oasis PlatformOperationsA generalist for a support team. Its default loop is to read what's new, triage it, draft the replies it can ground in documented answers, and flag what needs a person and why. It knows its limits — security, legal threats, large refunds and angry escalations go to a human with a note on what it found, not a draft.
+1Oasis PlatformOperationsAdd it to your Oasis, connect its apps, and hand it the first task. Everything about it stays editable.
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