Problem It Solves

IT teams often get flooded with repetitive support requests—password resets, software installs, or routine troubleshooting. Manually sorting and prioritizing these tickets wastes hours, delays response times, and frustrates end users. By automating request intake with AI (which can understand basic questions), ranking tickets by urgency, and updating a centralized knowledge base, your IT staff can focus on critical issues, dramatically cutting down on backlog and boosting satisfaction.

Process Overview

1. An employee submits a support request via an embedded form or email.

2. Zapier routes the request to an AI triage service (e.g., a chatbot) that categorizes it (Password Reset, Software Issue, Hardware Request).

3. The AI assigns a priority level (High, Medium, Low) based on keywords (e.g., “Server down” = High).

4. Zapier creates a ticket in your helpdesk (e.g., Zendesk, Freshdesk) with all details and the assigned priority.

5. If the request matches an existing knowledge-base article, Zapier replies automatically with that solution; otherwise, it notifies IT to draft a new article and logs it for review.

6. As tickets get resolved, Zapier updates the relevant knowledge-base entry so future similar requests can be auto-answered.

Key Features & Capabilities

• AI-Powered Triage
  Automatically analyze incoming requests to determine category (password reset, software install, etc.) so tickets go to the right queue.

• Auto-Prioritization
  Use AI to scan for urgency (e.g., “urgent,” “down,” “error”) and assign High/Medium/Low priority, ensuring critical issues get immediate attention.

• Seamless Ticket Creation
  Create tickets in your existing helpdesk (Zendesk, Freshdesk, ServiceNow) with all request details populated—no manual entry.

• Knowledge-Base Auto-Response
  When a request matches a stored solution, send that article to the user immediately, deflecting routine tickets.

• Continuous Knowledge-Base Updates
  If AI can’t find a solution, notify IT to write a new article and automatically log it in the knowledge base for future auto-responses.

• Real-Time Notifications
  Notify IT managers via email or Slack when a High-priority ticket is created or when a new knowledge-base article needs review.

Typical Use Cases

• Mid-Sized Company
  Employees submit password and VPN access requests. AI triage identifies “password” in the message, automatically sends the password-reset guide from the knowledge base, or creates a medium-priority ticket for unresolved cases—freeing IT to handle infrastructure outages.

• University IT Department
  Students and faculty report software installation or network issues via a form. AI categorizes “network drop” as high priority, creates a ticket in ServiceNow, and notifies the network team via Slack, ensuring prompt action during busy periods.

Prerequisites & Client Responsibilities

• Helpdesk Account
  Provide API credentials for your helpdesk platform (e.g., Zendesk, Freshdesk, ServiceNow) so Zapier can create and update tickets.

• AI Triage Service Access
  Sign up for a conversational AI or chatbot service compatible with Zapier (e.g., Landbot, Tidio, or another provider with NLP capabilities) and share API keys.

• Knowledge-Base Setup
  Ensure your existing knowledge base (e.g., Confluence, Zendesk Knowledge) is accessible via API or can be exported; decide where new articles should be stored.

• Ticket Categorization Rules
  Define basic categories (Password Reset, Software Issue, Hardware Request) and priority keywords (e.g., “urgent,” “down,” “error”) so AI can assign correct tags.

• Notification Channels
  Confirm where IT managers should receive alerts—email address(es) or a Slack channel—and provide access tokens or channel names.

• Team Permissions
  Identify which IT staff need “Viewer” access (to see tickets and knowledge-base logs) vs “Editor” access (to update AI rules or knowledge-base entries) in Zapier.

Pricing

• One-Time Setup: $450
  (Configure AI triage integration, set up ticket creation in your helpdesk, connect and test knowledge-base lookup and update flows.)

• Monthly Support: $90/month
  (Maintain AI and helpdesk integrations, adjust categorization rules or knowledge-base mappings, and troubleshoot any issues.)