What does this mean?
Prevents slow, impersonal support from escalating into churn, negative reviews, and brand damage by ensuring the most sensitive, high‑impact issues are handled first with fast, consistent responses. Intelligently reads and analyzes each incoming ticket from the help desk (e.g., Zendesk, Intercom), categorizes it on a sentiment and severity scale, sets priority, and alerts or escalates to the right people when heightened attention is warranted.Workflow steps
Trigger on new support ticket
The Workflow activates automatically when a new ticket arrives in your help desk—whether from Zendesk, Intercom, or another connected support platform.
Analyze sentiment and severity
Cassidy reads the ticket content and assesses the customer’s emotional tone and the severity of the issue, categorizing it on a sentiment and impact scale.
Set priority and route accordingly
Based on the analysis, the Workflow assigns a priority level to the ticket. High-severity or negative-sentiment tickets are flagged for immediate attention, while lower-priority issues follow standard routing.
Alert the right team members
When a ticket warrants heightened attention, the Workflow sends an alert—via Slack, email, or your preferred channel—to notify the appropriate team member or escalate to a manager.
Related
Build and configure an Agent
Create a custom Agent with tailored instructions and Knowledge Base access.
Set up your Knowledge Base
Add your company documents so Agents can reference them.