Run Ticket Routing on awork — AI Agent
Already on awork? Add an Arahi AI agent for Ticket Routing and save hours every week without writing code.
23 tickets routed in the last hour. Latest billing escalation:
Customer
“We were charged twice for our March seat-add ($840 overage). Need this resolved before Friday's board meeting.”
Agent draft · in your tone
Hi Theo — apologies for the double-charge. Refund of $840 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.
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 awork
Link awork to Arahi AI in one click. Your tasks, projects, and documents sync automatically.
Set Up Workspace Automation
Define triggers in awork — new tasks, status changes, due dates — and the AI actions that follow.
Work Smarter, Not Harder
Your AI agent keeps awork organized while you focus on execution. Track productivity gains on your dashboard.
Hi Theo — apologies for the double-charge. Refund of $840 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.
- Riverline Co.9:14 AM
Customer marked the resolution as helpful.
- Agent9:12 AM
Sent reply on ticket #5104.
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 #5104 as the matching topic.
Frequently asked questions
Most users connect awork and launch their first ticket routing automation within 10 minutes. The guided wizard handles OAuth authorization, and you configure ticket routing-specific rules through a visual no-code builder.
Yes. You define exactly which awork events start ticket routing workflows — new records, status changes, messages, or custom triggers. Each trigger can have conditions so ticket routing actions only fire when your specific criteria are met in awork.
Yes. The ticket routing agent connected to awork simultaneously interacts with 1,500+ other apps — CRMs, databases, email platforms, and more. A single ticket routing workflow can pull data from awork, process it, and push results to multiple destinations.
No coding required. The no-code builder walks you through connecting awork and configuring ticket routing rules visually. Your team can set up, modify, and manage awork-based ticket routing workflows without any developer involvement.
The agent reads ticket content, applies awork-specific tags (issue type, urgency, customer tier, product area), and routes to the right queue or agent — typically within seconds of ticket creation. Misroutes drop to near zero.
Yes. The agent analyzes ticket sentiment and language patterns to flag frustrated or at-risk customers, prioritizing them for senior-agent attention before satisfaction degrades into churn or public complaints.
Yes. You can create parallel ticket routing workflows that respond to different awork events or conditions. For example, one ticket routing flow for new awork records and another for updated ones — each with independent rules and actions.
When the AI hits an edge case during ticket routing processing in awork, it escalates to your team with full context — the awork record, what was attempted, and why it needs review. Your ticket routing pipeline never stalls or loses data.
Yes. You can run ticket routing workflows in test mode using sample awork data before activating on live records. This lets you verify every ticket routing rule works correctly with your awork setup before processing real data.
The dashboard shows ticket routing-specific metrics for your awork integration — tasks processed, average handling time, success rates, and escalation frequency. You can track how awork-triggered ticket routing workflows perform over time.
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