Gorgias Ticket Triage & Response
AI agents read incoming Gorgias tickets, classify intent and urgency, and draft accurate responses pulled from your knowledge base. Routine tickets are resolved automatically. Edge cases are flagged for human review.
AI agents that handle customer support at scale
Stop drowning in ticket backlogs and inconsistent responses. AI agents triage, respond, and escalate across every channel – so your support team focuses on the conversations that actually need a human.
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24/7 coverage
Multi-channel
Smart escalation
Complete audit trail
The reality today
Tickets pile up overnight. Customers wait hours for a first response. Agents copy-paste the same answers dozens of times a day. Complex issues get lost in the queue. Quality varies wildly between shifts. Hiring more staff doesn’t scale – and neither does the budget.
Ticket backlog
Inconsistent responses
High support costs
Customer churn
With AI agents
Every ticket is triaged the moment it arrives. Common questions get accurate, knowledge-base-powered answers instantly. Complex issues are routed to the right specialist with full context. Your team handles the hard problems while AI handles the volume.
Instant triage
Consistent answers
Smart escalation
Happy customers
How AI agents improve customer support
Every repetitive support task, automated across every channel, around the clock.
Knowledge-Base-Powered Answers
Agents pull answers directly from your help centre, product docs, and internal playbooks. Responses are consistent, accurate, and always up to date – no more outdated macros or conflicting information from different agents.
Multi-Channel Coverage
Email, live chat, WhatsApp, Slack, Telegram – customers reach out wherever they prefer. AI agents handle every channel from a single workflow, so nothing falls through the cracks regardless of where the conversation starts.
Escalation Workflows with Quality Gates
Define exactly when AI should escalate – by sentiment, topic, customer tier, or confidence score. Escalated tickets arrive with full conversation context, suggested resolution, and relevant knowledge base articles attached.
After-Hours Coverage
Support requests don’t stop at 5 PM. AI agents handle overnight and weekend volume with the same quality as your best daytime agents. Customers get instant answers instead of waiting until Monday morning.
Complete Audit Trail
Every AI decision is logged – what was asked, what was answered, why it was escalated. Full transparency for compliance, quality reviews, and continuous improvement of your support operations.
Up and running in under an hour
No engineering sprint needed. No coding. Just connect your tools and define the rules.
1
Plug in your helpdesk
Connect Gorgias, Gmail, Outlook, or any helpdesk – plus messaging channels like Slack, WhatsApp, and Telegram. Credentials are encrypted and stored securely in your isolated environment.
2
Build your triage rules
Tell the agent how to classify and route in plain English – “auto-resolve password resets, route billing issues to finance, escalate anything with negative sentiment to a team lead, always reply in the customer’s language.”
3
Support runs on autopilot
Routine tickets resolve instantly. Complex issues land in front of the right specialist with full context attached. Response times drop, CSAT climbs, and your team focuses on the problems only humans can solve.
Works with your existing support stack. Sprigr Team integrates with Gorgias, Gmail, Outlook, Slack, WhatsApp, and Telegram – AI agents triage tickets, draft responses, and manage escalations across every channel automatically.
Frequently asked questions
How does AI handle customer support differently from a chatbot?
Traditional chatbots follow rigid decision trees and break down the moment a customer asks something unexpected. AI agents understand context, pull answers from your knowledge base, and handle nuanced conversations across multiple turns. They can triage by intent and urgency, draft personalised responses, and know exactly when to escalate to a human – with full context attached.
Does this integrate with Gorgias?
Yes. Sprigr Team connects directly to Gorgias. AI agents read incoming tickets, classify them by intent and priority, draft responses using your knowledge base, and update ticket tags and status. Everything the agent does appears in Gorgias exactly as if a support agent handled it – full visibility, no black boxes.
How does AI handle complex or sensitive issues?
You define the escalation rules. AI agents can escalate based on customer sentiment, topic (billing disputes, legal, safety), customer tier, or when the agent’s confidence drops below a threshold you set. Escalated tickets include the full conversation history, a suggested resolution, and relevant knowledge base articles so your human agents have everything they need.
How much can AI reduce response time?
AI agents respond in seconds, not hours. For common questions – order status, return policies, account issues – the response is immediate. Teams using AI support automation typically see first-response times drop from hours to under a minute, with resolution rates improving as the agent learns from your knowledge base updates.
Is it hard to set up?
No. Most support teams are up and running in under an hour. Connect your helpdesk and messaging channels, point the agent at your knowledge base, define your escalation rules in plain English, and it starts handling tickets. No coding, no engineering resources required.
Ready to clear the backlog and keep customers happy around the clock?
AI agents built for customer support. Up and running in under an hour.
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