Support Ticket Router

Answers one question about every incoming ticket: where does this go? Three destinations, one decision. Most tickets are classified and routed to the right support group with a priority the SLA policy can act on. A ticket that is a genuine defect becomes a Jira issue carrying what an engineer actually needs — reproduction steps, affected versions, the customer's own words, and the matching Sentry error if one exists. And a theme showing up across many tickets becomes a single product ticket instead of fourteen duplicates. The classification is grounded, not guessed. It reads the full comment thread rather than the subject line, checks whether an issue already exists before opening a new one, and when it cannot tell the difference between a defect and a misunderstanding, it says so and routes to a human instead of picking. It never replies to a customer. It has no tool that posts publicly on a ticket, so a routing agent can never accidentally become an answering one. Everything it writes to Zendesk is an internal note and a field change; everything it writes to Jira is a new issue a human approved first. The recurring-theme pass is what makes the difference over time: it turns a support queue from a list of complaints into a ranked list of what to fix.