Tickets routed to the right person on the first try, by reading what they actually say.
Claude reads each inbound ticket — including the long, rambling ones — figures out the topic, urgency, and account context, and routes to the queue or person whose past tickets show they handle this best.
19 tickets routed in the last hour. Latest billing escalation:
Customer
“We were charged twice for our March seat-add ($720 overage). Need this resolved before Friday's board meeting.”
Agent draft · in your tone
Hi Olivia — apologies for the double-charge. Refund of $720 has been queued (3–5 business days), and I've flagged the seat-add webhook bug for engineering. I'll personally confirm the refund as soon as Stripe clears it.
How does Anthropic (Claude) work for ticket routing automation?
Anthropic (Claude) works for ticket routing automation by powering an Arahi AI agent that runs the workflow end-to-end inside your existing tools — no code, no custom build. The agent connects to Anthropic (Claude) alongside the other apps your team already uses, watches for the triggers that matter for ticket routing, and takes the next step on its own while keeping a complete audit trail for review. AI categorizes and prioritizes support tickets the moment they arrive — no manual triage needed. Teams typically see instant to the right queue and agent once the agent is in production. You stay in control: every action is logged, confidence thresholds are configurable, and anything ambiguous is queued for a human instead of being silently auto-completed.
Built in plain English.
You write the rule the way you'd describe it to a teammate. The agent reads the rule, breaks it into the actions it'll take, and confirms the apps it'll touch — before it does anything.
- 1Read the inbound ticket and classify the topic
- 2Pull the customer's plan, history, and SLA
- 3Draft a response in your support team's voice
- 4Resolve directly or hand off with full context
Get started in three steps
Connect Anthropic (Claude)
Authorize Anthropic (Claude) in your Arahi AI dashboard. The secure connection takes less than 60 seconds.
Configure Your AI Agent
Set up triggers, actions, and conditions specific to how your team uses Anthropic (Claude).
Deploy & Monitor Results
Your AI agent goes live immediately. Track tasks automated, time saved, and accuracy metrics in real-time.
Hi Olivia — apologies for the double-charge. Refund of $720 has been queued (3–5 business days), and I've flagged the seat-add webhook bug for engineering. I'll personally confirm the refund as soon as Stripe clears it.
Customer reports a duplicate charge; refund queued, awaiting confirmation.
Customer asking what's included on the Growth plan vs. Pro.
Approve before it sends.
Every draft lands in a review queue. You approve, edit, or reject — the agent never acts on its own unless you explicitly turn that on for a workflow you trust.
Every action, with the reasoning attached.
Each step the agent takes is logged with what it did, why it did it, and which app it touched. Audit-ready, so security and compliance can sign off without backfilling.
- Brightside Studio9:14 AM
Customer marked the resolution as helpful.
- Agent9:12 AM
Sent reply on ticket #4488.
Reason: Confidence above auto-send threshold; voice match passed; SLA at-risk.
- Agent9:11 AM
Drafted reply in your team's voice.
- Agent9:10 AM
Pulled customer plan, prior tickets, and account context.
- Agent9:09 AM
Triaged #4488 as the matching topic.
Frequently asked questions
Customers don't write tickets in keywords. A ticket titled 'help' that mentions a SAML SSO error needs the same routing as one titled 'SSO broken.' Claude reads the body, not the subject.
By reading your past 90 days of resolved tickets. It learns who closes auth tickets fastest, who handles billing complexity well, who's good with enterprise accounts. Routing reflects actual track record, not just team membership.
Urgency is inferred from the language ('our prod is down' is high; 'just curious' is low) and from the account (paid enterprise tickets get a higher floor). SLAs are respected by routing high-urgency tickets to the queue with bandwidth.
Yes. The agent maps each ticket to one or more product lines and routes to the team that owns the primary one, with the secondary teams CC'd. Your support manager configures the priority order.
Your help desk's native fields — assignee, queue, priority, tags. No parallel system; tickets stay where your team works.
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