Categorize support tickets with ChatGPT
Make · Customer service · checked 2026-10-28
_Bring help desk automation to your support queue by categorizing each new ticket with AI, applying skills based routing to reach the right specialist, and giving agents AI agent assist with the most relevant knowledge base articles._ **Problem.** Customer support teams receive a high volume of tickets across multiple channels. Support managers manually review and assign tickets to the right specialist based on issue type, product area, and complexity. New support agents spend significant time searching knowledge base articles or escalating issues that could be resolved with existing documentation. This creates delayed response times and inefficient resource allocation. **Solution.** When a new ticket arrives from any channel, the automation captures the ticket content and customer context, uses AI to categorize the issue type and complexity level, routes the ticket to the appropriate team or agent using predefined assignment rules, then uses AI to analyze the ticket against the knowledge base and previous resolutions to suggest the most relevant articles or solutions that match the issue, delivering these suggestions directly to the assigned agent.
At a glance
- Brand
- Make
- Jobs
- Customer service
- Sources
- 1
Dimensions
- Brands: Make
- Agents: Make AI Agents · Visit via /go/
- Occupations: Customer service
- Industries: cross-industry
- Tasks: ops
Sources
- https://playbook.make.com/dashboard#use-case-route-support-tickets-to-specialists · fetched 2026-10-28 — “_Bring help desk automation to your support queue by categorizing each new ticket with AI, applying skills based routing to reach the right specialist, and giving agents AI agent a”
Last checked 2026-10-28. Description source: detail-page.