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

Integrates with all of your existing tools

Cassidy connects and real-time syncs with hundreds of tools that your team is already using to guarantee a seamless experience for everyone.

"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

Enterprise-level security

SOC 2 Type II

GDPR

CASA

The security-first AI platform

Our security center

Single Sign-On (SSO) capability

Supports enterprise Single Sign-On (SSO) providers to ensure secure and centralized user authentication.

SOC 2 Type II compliant

Cassidy has achieved SOC 2 Type II compliance, demonstrating our adherence to user and workspace security.

Advanced user-level permissions

Configure your workspace to have restricted permissions to data depending on user level.

GDPR compliant & CASA certified

Cassidy adheres to GDPR compliance regulations and is CASA Certified, with advanced security for user privacy.

Enterprise-level data security

Our security infrastructure includes row-level security and granular access control, protecting against unauthorized access.

No model training

Unlike ChatGPT and other platforms, we never use your private data to re-train models.

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.

Is this secure enough for customer data?

Yes. Cassidy is SOC 2 Type II compliant, with full encryption, access controls, and audit logs to protect sensitive support data.

Unlock a new era of AI automations

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