SaaS support team (anonymized) · Software

AI Ticket Routing for Znuny

Open Ticket AI integration for automatic classification and queue routing on a high-volume Znuny instance.

Challenge

Manual triage could not keep up with 800+ tickets per month. Agents spent significant time re-routing misclassified tickets.

Approach

We integrated Open Ticket AI with Znuny, trained a classification model on historical tickets, and defined confidence thresholds with human-in-the-loop for edge cases.

Results

  • ~78% of tickets auto-routed above confidence threshold
  • Average first-response time reduced
  • Clear audit trail for AI decisions in the ticket system
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