Intelligent Ticket Router

1import { relay } from "@relayplane/workflows";
2
3const result = await relay
4  .workflow("ticket-router")
5
6  // Step 1: Classify ticket type and extract key info
7  .step("classify")
8  .with("openai:gpt-4o")
9  .prompt(`Classify this support ticket:
10
11Subject: {{subject}}
12Body: {{body}}
13
14Return JSON:
15{
16  "category": "billing|technical|account|feature_request|bug",
17  "subcategory": "specific classification",
18  "urgency": "critical|high|medium|low",
19  "sentiment": "frustrated|neutral|positive",
20  "keyEntities": ["product names", "error codes", "account IDs"]
21}
22
23Only respond with valid JSON.`)
24
25  // Step 2: Determine routing and SLA
26  .step("route")
27  .with("anthropic:claude-3.5-sonnet")
28  .depends("classify")
29  .prompt(`Based on this classification, determine routing:
30{{classify.output}}
31
32Teams:
33- Billing: billing issues, refunds, invoices
34- Engineering: bugs, technical errors, API issues
35- Account Management: enterprise customers, upgrades
36- Product: feature requests, product questions
37- Tier1: general inquiries
38
39Return JSON:
40{
41  "team": "team name",
42  "priority": 1-4,
43  "sla_hours": number,
44  "requires_escalation": boolean,
45  "suggested_tags": ["tag1", "tag2"]
46}`)
47
48  // Step 3: Generate initial response suggestion
49  .step("draft-response")
50  .with("anthropic:claude-3.5-sonnet")
51  .depends("classify", "route")
52  .prompt(`Draft an acknowledgment response for this ticket:
53
54Classification: {{classify.output}}
55Routing: {{route.output}}
56
57Requirements:
58- Acknowledge their specific issue
59- Set expectation for response time
60- Ask clarifying questions if needed
61- Empathetic tone if frustrated
62- Professional and concise`)
63
64  .run({
65    subject: ticketSubject,
66    body: ticketBody,
67  });
68
69// Parse routing decision
70const routing = JSON.parse(result.steps["route"].output);
71
72// Send to appropriate team
73await sendToTeam(routing.team, {
74  ticketId: ticket.id,
75  priority: routing.priority,
76  slaHours: routing.sla_hours,
77  draftResponse: result.steps["draft-response"].output,
78  tags: routing.suggested_tags,
79});

1// Zendesk integration example
2import { relay } from "@relayplane/workflows";
3
4async function handleNewTicket(ticket: ZendeskTicket) {
5  const result = await relay
6    .workflow("ticket-router")
7    .run({
8      subject: ticket.subject,
9      body: ticket.description,
10    });
11
12  const routing = JSON.parse(result.steps["route"].output);
13
14  // Update Zendesk ticket
15  await zendesk.tickets.update(ticket.id, {
16    assignee_id: getTeamId(routing.team),
17    priority: routing.priority,
18    tags: routing.suggested_tags,
19    comment: {
20      body: result.steps["draft-response"].output,
21      public: true,
22    },
23  });
24}