Triage Support Tickets Automatically

Respond to support tickets much faster with AI

Cassidy doesn’t replace agents - it makes them faster, smarter, and more focused. By analyzing real-time context from your company, customers, and past tickets, Cassidy helps your team prioritize, route, and respond instantly.

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Analyze customer sentiment

Prioritize tickets based on AI analysis of the customer’s sentiment.

Branded graphic illustration showing how Cassidy AI allows users to analyse customer support ticket sentiment

Assign priority score

Set parameters to score tickets such as size of company, how much they’re paying, or even the type of question.

Branded graphic illustration showing how Cassidy AI allows users to automatically assign priority levels to different support messages

Set ticket owner

Depending on the type of question (e.g. technical vs. pricing) you can delegate tickets to the most effective owner.

Branded graphic illustration showing how Cassidy AI allows users to assign incoming support tickets to different departments and owners

Send drafted responses to ticket owners

Connect with Slack to send a drafted response to the ticket owner, so they can quickly respond without context-shifting. Respond without context-shifting.

Branded graphic illustration showing how Cassidy AI allows users to receive automatic drafted responses to support tickets directly in Slack

Connects to the tools your team already uses

Pull context from anywhere. Take action everywhere. Deploy where your team works.

See all integrations

Grid of Cassidy integration app icons including OpenAI, Google Drive, Slack, Google Chrome, Confluence, Salesforce, Zendesk, HubSpot, Microsoft Teams, Gmail, and SharePoint with text labels Reply DM, Write Email, Update Lead.

"Cassidy allows us to be much more proactive in addressing critical customer complaints - automatically escalating issues to a manager who can solve customer problems quickly."

Exequiel, Customer Ops Director

RVezy is North America's top-rated peer-to-peer RV rental marketplace, often called the "Airbnb of RVs." Founded in 2016, it connects RV owners with renters, facilitating unique travel experiences.

Learn how RVezy automates support tickets to save hundreds of hours of work every month

300h

per month saved on support tickets

Secure, governed, and ready for enterprise

We maintain compliance with the strictest international security and privacy standards

View security center

SOC 2 Type II

GDPR

CASA

HIPAA

No model training on your data

Your information stays private and is never used for training

Single sign-on (SSO)

Connect your identity provider for secure, centralized access

Advanced RBAC user permissions

Fine-grained control over access across teams and roles

Advanced data security

Row-level security and granular access controls protect against unauthorized access

Choose your model

Select from leading models from OpenAI, Anthropic, and Google

Organization-wide instructions

Set guardrails and rules that apply across every Agent and Workflow

FAQ

Have a question? Here are the answers to our most frequently asked questions. If you don’t find what you’re looking for make sure to contact us.

What can Cassidy automate in support triaging?

Cassidy can tag tickets by topic, sentiment, urgency, and customer tier. It can also assign owners and draft initial replies—all before your team even sees the ticket.

How does Cassidy determine priority or sentiment?

Cassidy uses real-time context from your CRM, previous ticket history, customer metadata, and internal documentation to make accurate triage decisions.

Can Cassidy integrate with our help desk tools?

Yes. Cassidy integrates with platforms like Zendesk, Intercom, Salesforce Service Cloud, and others—so it can plug directly into your existing workflows.

Can we override or review Cassidy’s decisions?

Absolutely. Your team can review, approve, or edit any AI-generated tags, assignments, or replies before they’re submitted.

How fast can we get this live?

You can triage your first tickets with Cassidy in under a week. Setup is simple, and our team will help tailor the workflow to your process.

What security certifications does Cassidy have?

Cassidy is SOC 2 Type II, GDPR, HIPAA, and CASA certified. All data is encrypted in transit and at rest, with granular, role-based access controls. Review our security center here.

Move from idea to production with Cassidy

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