Customer Support

Support Ticket Dispatcher

Learn how to build a Lindy that monitors your support inbox, classifies tickets, and dispatches them to the right teams on Slack.

Handling support tickets efficiently can be challenging — but Lindy is here to help!

You can think of the Lindy we'll set up in this guide as your support ticket assistant, automatically categorizing incoming support emails and sending them to the appropriate teams. In this guide, we’ll be focusing on a support example for a SaaS product, but this flow can be customized for a host of different verticals and businesses. Whether you need to alert your product team about bugs or notify your sales team about potential churn, Lindy has got you covered.

Here's what this Support Ticket Dispatcher Lindy does:

Monitors your company support inbox for new tickets
Classifies support tickets based on their content
Dispatches ticket information to specific teams via Slack
Ensures all relevant teams are promptly notified about incoming support issues

And the best part? This will take less than 10 minutes to set up.

Let's get started!

Add The Lindy To Your Account

Once you have added the Lindy to your account, open the Flow Editor to see how it works.

Connect Your Support Email

First, you'll need to set up the trigger for this Lindy.

Click the Gmail Email Received trigger in your flow.

Connect your company's support email address to this trigger. This is the inbox that Lindy will monitor for new support tickets.

Optional: Use Trigger Filters to control which emails start the workflow, allowing you to include or exclude specific emails.

The First Condition: Valid Support Ticket

After the Gmail Email Received trigger, you'll find a series of Conditions and Slack Send Channel Message actions that help Lindy categorize and distribute support tickets. Let's set up the first one to filter out non-support emails.

Click on the first Condition action in your flow.

In the Condition field, you'll see the following prompt:

The email is not spam, newsletter, authorization emails, alerts or sales outreach. Only continue if the email received is a user support ticket, question or request.

This condition tells Lindy to only process genuine support tickets. You can customize this prompt further if you want Lindy to focus on specific types of support emails that are most relevant to your team.

Product Bug Condition and Slack Notification

Click on the next Condition action in your flow. You'll see two conditions here: the “Product Bug” condition and an "If Else" condition. This Condition will triage technical issues, routing them to your product and engineering team, when relevant.

For the “Product Bug” Condition, you'll see the following prompt:

The user is emailing about a product bug or technical issue with the product.

This condition tells Lindy to identify emails reporting product bugs or technical issues.

In the "If Else" condition field, you'll see this prompt:

The user is not emailing about a product bug or technical issue with the product.

This "If Else" condition tells Lindy to skip the first Slack notification if no product bugs were mentioned in the email.

Next, click the Slack Send Channel Message action that follows this condition step. In this step, we’ll structure the product bug alert message and set the Slack channel that should receive the alert.

In the Channels field, set it to "Set manually" mode. Then, type in the name of the Slack channel where you want product bug reports to be shared (e.g., "product-team" or "bug-reports").

In the Message field, you'll see the following prompt:

Alert the team of the user's product bug reported. Make it easy to read. Example message outline:

**Product Bug**
User: 
User's Email:
Issue Reported: {no more than two sentences explaining the bug / issue. make it easy to read and precise}

Feature Request Condition and Slack Notification

Click on the next Condition action in your flow. As with the previous condition, you'll see two parts: the main condition and an "If Else" condition.

For the main Condition, you'll see a prompt similar to:

The user is emailing about a feature request or suggestion for the product.

This condition tells Lindy to identify emails containing feature requests or product suggestions.

In the "If Else" condition field, you'll see a prompt like:

the user is not emailing about a feature request.

This "If Else" condition instructs Lindy to skip the Slack notification if the email doesn't contain a feature request.

Next, click the Slack Send Channel Message action that follows these conditions.

In the Channels field, set it to "Set manually" mode. Then, type in the name of the Slack channel where you want feature requests to be shared (e.g., "feature-requests" or "product-team").

In the Message field, you'll see the following prompt:

Alert the team of the user's feature request. Make it easy to read. Example message outline:

**New Feature Request**
User: 
User's Email: 
Feature Request: {no more than two sentences explaining the user's feature request}

Churn Condition and Slack Notification

Click on the final Condition action in your flow.

This condition tells Lindy to identify emails where users are requesting to cancel their account or asking for a refund, which are potential churn situations.

For this Condition, you'll see the following prompt:

The user is requesting a cancelation or refund.

Make sure to adjust the condition to match your specific churn situations.

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Next, click the Slack Send Channel Message action that follows this condition.

In the Channels field, set it to "Set manually" mode. Then, type in the name of the Slack channel where you want churn-related messages to be shared. This is typically a GTM-related channel, such as "customer-retention" or "gtm-team".

In the Message field, you'll see the following prompt:

Alert the team of the user's cancelation request / refund request. Make it easy to read. Example message outline:

**Cancelation Request**
User: 
User's Email: 
Reason for Cancel: {no more than two sentences explaining the user's reason for cancel}

You can customize this prompt to align with your team's specific needs. Consider adding fields that might be helpful for your retention efforts, such as the user's subscription level or account age.

Completing Your Lindy Setup

You've now completed setting up your Support Ticket Dispatcher Lindy! This Lindy will monitor your support inbox, classify incoming tickets, and dispatch them to the appropriate teams via Slack.

Remember to review all Slack channel names and message prompts to ensure they align with your team's structure and communication style.

Test Your Lindy

The easiest way to test your Lindy is to send a test email to your support inbox. Make sure to test different scenarios (bug report, feature request, cancellation request) to verify that Lindy correctly classifies and dispatches each type of support ticket.

You should see Slack messages in the appropriate channels for each test email you send.

Below is a live example of a recent churn report sent by Lindy:

Because of this Slack update, we were able to contact the user and help him set up his Lindies 🙂

If you want to change the format or content that Lindy sends in Slack support alerts, remember to adjust the Slack Send Channel Message "Message" field. Make sure it is set to "AI Prompt" mode, and provide Lindy with clear instructions on how you want the messages formatted and what details to include.

Great job! Now you have a Lindy that automatically monitors your support inbox, classifies incoming tickets, and dispatches them to the right teams on Slack – helping streamline your support process and ensure quick responses to customer issues.

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