GPT-powered Freshservice incident triage that categorizes tickets, detects catalog requests, writes troubleshooting notes, and drafts requester responses before an agent begins work.
5K+
tickets processed yearly
420+
hours saved yearly
3
category levels
750+
projected phase 3 hours
01
Every new support ticket is intercepted, summarized, classified, and enriched with private agent notes. The system coordinates focused helper flows for categorization, catalog matching, access detection, internal guidance, and public replies.
02
The current flow uses OpenAI with structured lookup tables for the service catalog and category hierarchy, keeping the model constrained to approved labels and public-safe response formats.
03
Phase 3 targets automatic resolution for repetitive issues such as MFA resets, lost phone workflows, reopened ticket cleanup, and common access problems with human escalation for ambiguous cases.
Technologies
Workflow visual
A public-safe walkthrough of the two intake patterns: new incidents that need triage and reopened tickets that need a close-or-continue decision.
Workflow
Trigger
A real-time webhook delivers the ticket ID, subject, description, requester context, catalog list, and category hierarchy.
Context
The ticket is wrapped with approved lookup data so the model can classify against known labels instead of inventing new ones.
Helper flows
Separate helper flows handle categorization, catalog matching, access detection, internal troubleshooting guidance, and requester messaging.
Decision
The output separates normal IT work, access requests that need catalog links, duplicate or missing context, and non-IT redirects.
Write-back
The ticket is updated with category fields, detected applications, a private agent note, and a public HTML reply.
Samples
Ticket sample
Requester needs access to Docker Desktop and Zoom Business for a new dev setup.
Context read
Two application names appear in the description and both have catalog matches.
Category
Application Access / Request / Multi-App Access
Catalog match
Docker Desktop, Zoom Business
Access
Yes - new access request
Private agent note
Confirm catalog availability and guide the requester to the approved access request paths instead of manual provisioning.
Public requester reply
Please submit access through the catalog links for Docker Desktop and Zoom Business so approvals are captured.
Result
Requester gets the right self-service path immediately, while IT avoids a manual back-and-forth.