Smart Support Ticket Routing
Nora auto-assigns Intercom conversations to the right support agent or team
When a customer opens a chat in Intercom, Nora analyzes the message, determines the right support team/agent, and assigns it. No more tickets sitting unassigned.
Manual ticket assignment is slow and creates bottlenecks. A customer asks a question, it sits in the queue, and finally someone manually assigns it to a team. This automation fires on every new Intercom conversation. Nora reads the customer's message and analyzes it for keywords and intent: 'billing,' 'invoice,' 'refund' → billing team; 'bug,' 'error,' 'crash' → tech support; 'feature request,' 'how do I' → onboarding team. She then checks availability for that team: if the billing team has <3 active chats, assign to the least-loaded agent. If all are busy, assign to a standby agent or queue for next available. Nora also considers conversation history: if this customer has chatted before, assign to their previous agent if available. Example: A customer opens a chat: 'My invoice for last month shows the wrong amount.' Nora reads this, tags it 'billing issue,' checks the billing team's load, and assigns to the least-busy billing agent (Sarah, who has 2 active chats). Sarah gets a notification and picks up immediately. Response time: 2 minutes (vs. 30 minutes if it sat in an unassigned queue).
How it works
- Nora detects a new Intercom conversation
- Reads the customer's message and previous history
- Analyzes message for keywords to determine issue category
- Checks agent availability for the appropriate team
- Assigns conversation to the least-loaded available agent
- Sends assignment notification to the agent
Frequently asked questions
What does "Smart Support Ticket Routing" do?
When a customer opens a chat in Intercom, Nora analyzes the message, determines the right support team/agent, and assigns it. No more tickets sitting unassigned.
How long does setup take?
Under 5 minutes. Connect your tools and Nora handles the rest.
Which tools does this use?
Uses Intercom, run by your Customer Support.
How much time does this save?
Saves approximately 4 hours/week, running real-time (on new conversation).