Automated Support Ticket Routing and Summarization
Anesah Fraser
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Posted Feb 10, 2026
Developed an automated ticket pipeline for faster response and routing.
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Support Ticket Routing & Summarization
Webhook → Classification → Sentiment → Routing → Database
Problem
Support teams manually triage 50–200 tickets per day, causing slow response times and inconsistent routing.
Solution
An automated support ticket pipeline that classifies, prioritizes, summarizes, and routes tickets instantly.
Features
Multi-class ticket classification
Urgency & sentiment detection
Automatic team routing
Manager-ready ticket summaries
Persistent ticket logging with confidence scores
Tech Stack
Python
FastAPI
Rule-based NLP (LLM-ready)
SQLite (Postgres-ready)
Slack-ready routing logic
Business Impact
~60% faster first response time
Consistent routing
Reduced support workload
Architecture is LLM-provider agnostic and can be upgraded to Claude/OpenAI in production.