Build an Agentic Workflow: Automate a Technical Ticket Triage

Company X faced significant challenges in managing support ticket triage due to unstructured customer emails that required manual processing, which slowed response times and diverted engineers from their core tasks. To address this, the company implemented an automated workflow using Orkes Conductor, which leverages AI to transform unstructured emails into structured tickets that are auto-routed based on the nature of the issue. The workflow is deterministic, relying on AI to analyze emails and extract key details such as customer information, issue description, and urgency, before routing them to the appropriate support team—either Team 1 for certificate issues from existing customers or Team 2 for all other issues. This system enhances efficiency by reducing manual intervention and ensuring that engineers receive well-organized tickets promptly, thereby improving overall customer service and allowing engineers to focus on solving technical problems rather than administrative tasks.