Ticket Triage with Decision Rules
Classify and route requests by channel, priority, customer tier, and issue type using explicit decision logic so the right ticket lands with the right person every time.
Solutions / Team
Customer support workflows that scale with clarity.
Unmeshed helps customer support teams orchestrate intake, routing, escalations, approvals, and resolution handoffs across systems with full execution visibility.
●Free tier, no credit card●Self-host or cloud●SOC-ready
Ticket created
SLA at risk
High-severity issue
Routed to queue
Escalation triggered
Resolution logged
1 hr
To go live with your first support workflow
200+
Support and ticketing systems you can connect
0
Manual triage steps needed
Trusted by support and operations teams at leading organisations
Every support motion, running without manual triage.
Pick the process slowing your team down right now. Intake, SLA tracking, incidents, exceptions, or resolution. Build it once on Unmeshed and it runs in order, every time.
Intake and Queue Routing
A ticket sitting unrouted is a customer waiting. Unmeshed collects requests from forms, chat, email, or APIs, validates the payload, and routes it to the correct queue immediately, no manual sorting required.
- Normalize inbound requests from multiple channels into one support intake model.
- Apply queue routing by product line, geography, contract tier, and urgency.
- Auto-tag issues for workflow-based triage and downstream assignment.
- Create deterministic ownership so no ticket enters an unassigned state.
Intake and Queue Routing
Receive support request
# step_1
Validate request payload
# step_2
Classify issue type
# step_3
Route to owner queue
# step_4
Notify assigned team
# step_5
Start SLA timer
# step_6
Why Unmeshed Works Well for Customer Support
Built for support teams that can't afford dropped tickets.
These capabilities help support and contact center automation efforts scale reliably while keeping operational control and visibility.
Human-in-the-Loop for Escalations
Add reviewer or manager checkpoints for sensitive actions such as account changes, refunds, or policy exceptions without breaking the automation flow around them.
SLA Timers and Escalation Paths
Model reminder windows, escalation hops, and fallback routes so response commitments are enforced automatically, not left to someone remembering to check.
Custom Logic for Support Operations
Use scripting steps for payload normalization, context transforms, and advanced routing behavior when standard rules can't cover every edge case.
Integrations Across Support Stack
Connect ticketing, CRM, messaging, billing, and internal service systems as one coordinated support process instead of five disconnected tools.
Traceability for Operations and Audit
Keep complete execution history for support decisions, escalations, and resolution outcomes across flow versions so nothing is ever disputed without evidence.
AI Cost Efficiency
AI in your support workflows. Helpful, not expensive.
When Unmeshed runs an AI step in your ticket triage, sentiment classification, or resolution drafting workflow, it uses exactly the token budget you configure. Every execution respects those settings regardless of ticket volume.
Uncontrolled AI Execution
AI runs on every ticket. No limits, no visibility.
- Ticket classification calls the model even for clear, low-complexity requests
- No token budget per triage or response drafting step
- AI spend grows with ticket volume, not with resolution value
- Nobody notices until the invoice arrives
Uncontrolled
With Unmeshed
AI only where it speeds up resolution.
- Token limit configured per AI step in the workflow
- Every execution respects those settings
- Routing, SLA checks, and approvals run without a model call
- AI runs inside your workflow, not around it
Governed Execution
Token Limits Per Step
Set a budget on every AI step.
Configure max tokens on your ticket classification, sentiment, or resolution drafting step. Executions enforce the limit on every run.
ai_step( model: "gpt-4o", max_tokens: 256, prompt: classify_ticket_prompt )
Executions Respect Settings
What you configure is what runs.
Every workflow run picks up your token configuration. No step runs outside the bounds you set, regardless of how many tickets come in.
classify_ticket256 / 256
draft_resolution410 / 512
summarize_incident1,024 / 1,024
AI Inside The Workflow
Use AI where it speeds up resolution. Not everywhere.
Routing rules, SLA checks, and field validation run deterministically. AI handles the steps that genuinely need it.
validate_request_payloaddeterministic
classify_ticketAI step
route_to_owner_queuedeterministic
draft_resolutionAI step
Your most common support workflows are already built.
Use these as templates for implementation planning and progressive rollout. Start with the one causing the most friction right now.
+2+4+3
SupportAI Customer Feedback Handling
Read every review the moment it comes in, log it, and alert your team when something needs attention.
+2+4+3
FinanceSmart Expense Approval
Approve routine expenses instantly with rules, use Claude only to read messy submissions, and send the rest to a human.
+3+5+4
DevOpsWebsite & API Uptime Monitor
Check that a site or API is up on a schedule, and get a Slack alert the moment it goes down, slows, or comes back.
+1+3+2
EngineeringImport Data from PostgreSQL into Google Sheets
Pull rows from a PostgreSQL table and drop them straight into a Google Sheet on a schedule.
Why Unmeshed for Customer Support
Your agents should be resolving cases, not chasing process.
Built by the team behind Netflix Conductor, rebuilt for modern support operations where every escalation, approval, and handoff needs to run reliably without someone manually pushing it forward.
Live in under an hour
Connect your ticketing system and go live with a workflow in about 60 minutes with no implementation project required.
Works with what you already use
Zendesk, Intercom, Freshdesk, Salesforce Service Cloud, and 200 more native integrations across your support stack.
One platform for every support workflow
Intake, SLA tracking, incidents, exceptions, resolution, knowledge loops all running from one place with shared visibility.
Policy updates without workflow rewrites
Keep triage and routing logic in decision tables so you can update rules without touching the underlying workflow.
Full audit trail on every case
Every routing decision, approval, and escalation gets recorded with a timestamp and owner so nothing is ever disputed without evidence.
SLA timers and escalations built in
Set response windows on any step and if an owner goes quiet, the next person in the chain gets notified automatically.
Integrations
Connected to your full support stack.
Connect ticketing, CRM, messaging, billing, and internal service systems into one coordinated helpdesk automation process with 200 plus native integrations ready to plug in.
Ticketing and Helpdesk
Zendesk, Freshdesk, Intercom, Help Scout
CRM
Salesforce, HubSpot, Pipedrive
Messaging
Slack, MS Teams, Twilio, WhatsApp Business
Billing
Stripe, Zuora, Chargebee, NetSuite
Internal Service
ServiceNow, Jira Service Management, PagerDuty
Slack
MS Teams
Twilio
Jira
PagerDuty
Gmail
Outlook
SendGrid
Google Chat
Notion
SharePoint
Airtable
GitHub
Google Sheets
Google Docs
Mailchimp
MongoDB
BigQuery
+100
moreNew integrations shipped every week
From the Blog
Customer support and operations automation, in practice.
Start with one support process that keeps breaking.
Pick the workflow that repeatedly causes delays. Build it on Unmeshed, go live in under an hour, then expand to full lifecycle orchestration across intake, escalations, resolution, and feedback loops.