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How to triage incoming support tickets with Automations with Xyne Spaces

Let scheduled agent runs classify and triage Customer Support Desk tickets in the background.

Who it is forA support lead whose queue fills up faster than the team can sort it, and who wants routine triage done without someone remembering to run it.

The problemIncoming tickets sit unclassified, so urgent issues and SLA deadlines get missed.

The outcomeNew tickets arrive in the Customer Support Desk already classified and sorted into queues, with SLA deadlines tracked.

What you need first

  • Node.js 22.x and pnpm 10.15.0
  • A container runtime with Compose, such as OrbStack, Docker Desktop or Podman
  • Git and a terminal
  • Model provider settings if you want agents to run (see docs/setup/ai-providers.md)

Steps

  1. Start the stack with pnpm run up and sign in at http://localhost:5173.
  2. Open the Customer Support Desk and confirm ticket intake and queues are set up.
  3. Open Automations and create a ticket triage and classification job.
  4. Choose the queue or board the job should write to and set a schedule.
  5. Review the first batch of classified tickets and adjust the instructions if the labels are wrong.

Prompt for your agent

Using the xyne-spaces repo at <repo-path>, set up a ticket triage and classification automation for the Customer Support Desk. Expected output: a list of tickets with a classification and queue for each. Verify that each ticket is classified only from ticket content the signed-in user can access.

Caveat. The README describes triage and classification as Automations features but does not give the exact setup screens, so confirm the steps in the app before relying on them.

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