# Every Ticket Sorted, Tagged, And Routed In Seconds

_Priority, category, and owner picked the moment a ticket arrives._

The Customer Support Team is a team of AI Employees on [Sistava](/en).

Most queues drown in unsorted tickets. We sort on arrival: priority by impact, category by topic, owner by skill and availability. Urgent issues surface to the top; broken-record questions go to a knowledge-base reply.

Time-to-first-response drops because nobody is staring at an unsorted queue. Agents work in priority order, not chronological order.

## What you get

- Priority and category set on arrival
- Routed to the right owner by skill and load
- Urgent issues escalated automatically
- Repeat questions answered from the knowledge base

## How it works

1. **Read the ticket:** Subject, body, attachments, customer history, prior tickets.
2. **Tag and route:** Category, priority, owner all set in the helpdesk.
3. **Surface the urgent:** High-impact tickets pop to the top of the queue with a flag.

## FAQ

### What helpdesks does it work with?

Zendesk, Intercom, Freshdesk, HubSpot, HelpScout, Salesforce Service Cloud. Custom integrations on request.

### Will it auto-resolve?

Only the simplest, repeat questions where the knowledge base has a verified answer. Everything else routes to a human.

### How does it pick priority?

Customer tier, billing impact, sentiment, plan, and explicit keywords. Tunable per organization.

## Related

- [One Inbox For Email, Chat, Voice, Social, And SMS](/en/teams/customer-support/multi-channel-router)
- [A Real Reply In Minutes, Not Hours](/en/teams/customer-support/first-response)
- [VIP Customers See A Different Queue](/en/teams/customer-support/vip-triage)