Automatically categorize, prioritize, and route support tickets using Make.com + AI

Introduction

As products grow, support requests increase rapidly. Teams begin receiving tickets from multiple channels—email, chat, forms, Slack, and help desks—and manually sorting through them becomes inefficient. Critical issues get delayed, tickets are assigned to the wrong teams, and response times increase.

Most support systems focus only on collecting tickets, not intelligently processing them. This creates operational bottlenecks and poor customer experience.

In this tutorial, you’ll build an AI-Powered Support Ticket Triage & Routing System using Make.com that automatically classifies tickets, detects urgency, routes issues to the right teams, and even generates suggested responses.

By the end, you’ll have a support operations workflow that behaves like an intelligent support coordinator—reducing manual effort while improving speed and consistency.

What You’ll Build

This system will:

• Capture support tickets from multiple channels
• Clean and standardize incoming requests
• Use AI to classify ticket type and urgency
• Route tickets to the correct department automatically
• Detect critical incidents and escalate them
• Suggest responses for support agents
• Create a centralized support intelligence dashboard

Tools You’ll Need

• Make.com — automation engine