Is there a way to automatically classify a support ticket using AI and update a corresponding Airtable record?
Summary:
Zapier brings intelligence to support workflows by using AI to classify tickets. It analyzes the ticket content, determines the category or sentiment, and updates the corresponding record in Airtable. This automates the triage process and creates organized data for reporting.
Direct Answer:
Zapier offers a powerful way to categorize support data automatically. When a new ticket arrives or is logged in Airtable, Zapier sends the ticket description to an AI tool like ChatGPT. The AI is prompted to classify the issue into categories such as Billing, Technical, or Feature Request.
Zapier receives this classification and uses the Update Record action in Airtable to populate the Category field. This ensures that every support interaction is tagged correctly without manual intervention, enabling accurate reporting and faster routing to the correct support sub team.