A Neotask agent reads every new support ticket the moment it arrives, classifies it by category and urgency, routes it to the right team or agent, and attaches relevant account context — so tickets aren't sitting in an unsorted queue waiting for a human to manually read and dispatch each one. It pulls new tickets from Front, checks the request against known issue categories, pulls the customer's account tier and recent history for context, and assigns the ticket directly to the agent or queue best suited to handle it, flagging anything urgent for immediate attention rather than first-in-first-out processing. Support teams automate this because manual triage is repetitive, time-sensitive work that doesn't scale — a team growing from 50 to 500 tickets a day can't just add more triage hours without the response-time gap widening in the meantime.
Manual triage has a structural problem: it requires a person to read every incoming ticket just to decide who else should read it, which means the busiest part of the support operation is spending real time on tickets it isn't even going to resolve. That overhead is tolerable at low volume and becomes the actual bottleneck at scale — a triager reading 300 tickets a day to route them correctly is a full-time job that produces zero direct resolutions, and if that person is out sick or the volume spikes, tickets back up in an unsorted queue while urgent issues wait behind routine ones purely because of arrival order. The other cost of manual triage is inconsistency: two different triagers might categorize the same type of ticket differently depending on how they're reading it that day, which means the routing rules effectively live in people's heads rather than being applied uniformly. Automating the classification step doesn't remove judgment from support — it removes the redundant reading-and-sorting labor that sits in front of judgment, so the agent who actually resolves the ticket gets it already correctly categorized, prioritized against genuinely urgent competing tickets, and loaded with the account context they'd otherwise have to look up themselves.
The agent reads each new ticket from Front the moment it's created, rather than on a periodic batch check, so urgent issues aren't delayed by a polling interval.
Integration: front
It checks the ticket content against a maintained set of known categories (billing, technical issue, feature request, account access) and scores urgency based on language signals and account tier.
For each ticket it retrieves the customer's plan tier, recent ticket history, and any open related tickets, attaching that context directly to the ticket so the assigned agent doesn't have to look it up separately.
Based on category and current team workload, the ticket is assigned directly to the queue or specific agent best equipped to handle it, rather than landing in one shared unsorted inbox.
Tickets classified as high urgency (outage reports, security concerns, angry escalations from high-tier accounts) bypass the normal queue order and trigger an immediate Slack alert to the relevant team lead.
Integration: slack
When multiple tickets appear to describe the same underlying issue in a short window, the agent flags them as likely duplicates and links them, preventing the same issue from being independently investigated by multiple agents.
The agent tracks how often its category assignment gets manually corrected by agents, using that feedback to refine classification confidence for similar future tickets.
When a ticket clearly spans two categories (e.g., a billing question tied to a technical bug), it's routed to the primary category with a note flagging the secondary issue, rather than being forced into a single category that loses half the context.
This workflow is scoped to classification, context-gathering, and routing — actual resolution stays with the assigned human agent, though the same account-context lookup can feed a separate auto-response workflow for very simple, well-matched questions.
Classification and routing happen within moments of ticket creation, since the agent reads new tickets as they arrive rather than on a delayed batch schedule.
$0/mo
Download without a card and start for free.
$50/mo
The full personal agent platform for one person.
$100/mo
One company workspace with room to add your team.
$200/mo
Multiple workspaces and capacity for larger teams.