How do you categorize support tickets to automatically route them to the responsible team?

In Jestor, the AI agent linked to the tickets and email app can automatically classify each incoming ticket — such as finance, HR, or support — and route it directly to the correct team, with no need for anyone to triage it manually.

How automatic routing works

When setting up the email or ticket agent, you can define which fields it has the power to act on, including categorization fields. As soon as a new ticket arrives, the agent analyzes the content and already fills in information such as the responsible team, preventing internal requests — finance, HR, or technical support — from sitting idle waiting for someone to route them manually.

Ticket type	Automatic routing
Finance ticket	Routed to the finance team
HR ticket	Routed to the HR team
Support ticket	Routed to the technical support team

How to set up automatic categorization

Turn on the AI agent in the tickets or email app.
Define which fields the agent can fill in, including category and responsible team.
Provide a knowledge base or instructions to guide the classification.
Track tickets already classified and routed directly on their cards.

Why choose Jestor

Automatic triage: tickets arrive already categorized, with no one needing to route them manually.
Native ticketing app: incoming emails already generate cards automatically within the support workflow.
Configurable agent: the agent's scope of action is defined field by field, based on the team's confidence level.

Can the agent also respond to the ticket, not just categorize it?

Yes, the same AI agent can respond to the ticket, fill in fields, and even move it between stages, in addition to categorizing it automatically.

Can you manually review the categorization made by the agent?

Yes, the fields filled in automatically remain manually editable if the classification needs adjusting.

Does this feature also work for tickets opened through a form, not just email?

The same automatic-categorization principle can be applied to different intake channels within the support workflow.

Reference video

Check out more hands-on tutorials on the Jestor YouTube channel.

Get to know Jestor

With Jestor, you can automate workflows, connect teams, and build internal systems your way — all without code and powered by AI.

Discover Jestor at jestor.com and see how to take your company's operations to a new level of efficiency and control.

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