Example use cases
Automatic ticket classification and tagging
Create an AI agent with the "Get ticket messages" and "Add tags" tools enabled. Configure it to read the first message, identify the topic (billing, technical issue, feature request, etc.), and apply the corresponding tag. Attach this agent to a rule that triggers on the "Ticket created" event for your general support inbox. Every new ticket will be tagged within moments of arrival, ready for agents to sort and prioritize.
Intelligent ticket routing
Provide your AI agent with "Get ticket messages", "List departments", and "Transfer ticket" tools. Configure the agent to read the ticket content, determine the correct specialist team, and transfer the ticket automatically. This is especially useful when tickets arrive in a generic inbox and need to reach the right department before an agent picks them up.
SLA-aware escalation with time rules
Use a time rule instead of an instant rule. Set the trigger to fire when a ticket has been open for a defined period without a response. The AI agent can read the ticket context, assign it to a senior agent, and add an escalation tag — all without a supervisor having to manually monitor the queue.
First-response triage on a general inbox
Point a dispatch rule at your general support department with an AI agent that has the "Get ticket messages", "Add tags" and "Transfer ticket" tools enabled, and leave the dispatch mode at Once per ticket. Every ticket arriving in the shared inbox is read, tagged by topic and moved to the right specialist department within moments - before any agent has to open it. Unlike an automatic rule, you do not need to define a trigger or maintain conditions; anything that reaches the queue is covered.
Resolving repetitive requests automatically
For a department that receives a high volume of a few predictable questions - order status, password resets, opening hours - create a rule with an agent allowed to answer and resolve tickets. The agent handles what it can as soon as the ticket is queued, and anything it cannot resolve stays in the queue for your team, so agents only see the tickets that actually need them.
Out-of-hours coverage
Dispatch rules act on tickets as they are queued, regardless of the time of day, which makes them a natural fit for nights and weekends. An agent that acknowledges the request, gathers the missing details and tags the ticket keeps customers from waiting until morning for a first reply, and leaves your team a fully prepared ticket at the start of the shift.
Re-tagging long conversations
When a conversation's topic tends to drift - a billing question turning into a technical one - use the Each time the ticket is queued mode with a tagging agent. Each time the customer replies and the ticket returns to the queue, the agent re-reads the conversation and updates the tags, so your reporting and routing reflect what the ticket is about now rather than what it was about when it arrived.