Zendesk Ticket Classification:
Let AI Sort Your Tickets Before Agents Ever See Them
Stop wasting hours on manual ticket sorting. Swifteq Ticket Classification uses AI to automatically categorize incoming tickets into your own business-specific topics and intents, updating tags and custom fields in real time.
You decide how tickets should be classified. AI does the work consistently, across every channel and volume spike.
✅ Custom intent and topic definitions
✅ Automatic tag and field population
✅ Faster routing and reporting accuracy
✅ Zero manual triage for your support team
FREE 14-day trial, no credit card required. Pricing starts at €99/month.
❤️ by customers on Zendesk Marketplace
Trusted by Support Teams Worldwide
Join companies who use Swifteq to scale support without adding headcount.
Fully Customizable Intents & Topics
Classify tickets using categories that match your business
Define your own intents and topics, from product issues and billing questions to refunds or customer sentiment.
Describe each category in plain language and let AI identify it in incoming tickets. No rigid templates or forced taxonomies.
Your classification logic stays aligned with how your team actually works.
Automated Tagging
Apply the right tags automatically
Tags are added automatically based on detected intents, removing the need for manual tagging.
This keeps views clean, improves routing, and ensures consistent data across agents and channels, even during peak volume.
Custom Field Updates
Keep Zendesk fields accurate without manual input
Automatically populate dropdown and multi-select custom fields based on ticket classification.
This creates reliable structured data for automations, SLAs, and reporting with zero extra steps for agents.
Auto-discovered Intents
Find the right intent categories from your past tickets
Let AI analyze recent support conversations and propose the intents your customers are actually contacting you about.
No need to read hundreds of tickets or build your taxonomy manually from zero.
You can guide the results with optional seed information, like existing field values or short instructions, then add the suggested intents straight into your workflow.
It’s a faster way to create a classification setup that improves tagging, routing, reporting, and automation.
Flexible Workflow Configuration
Set up multiple workflows with simple, natural language rules.
Create multiple classification workflows for different use cases or brands.
Describe each intent in plain language and let AI handle the logic, no rule trees or keyword maintenance required.
Zendesk Trigger Integration
Fits seamlessly into your existing Zendesk workflows
Classify tickets using Zendesk triggers when tickets are created or updated.
Easily connect AI classification to your current routing and automation setup without changing how your team works.
Real-Time Processing
Tickets are classified the moment they arrive
Incoming tickets are analyzed and categorized in real time.
Agents always open tickets that are already tagged and structured, reducing triage time and speeding up response.
Benefits Your Support Team Can’t Afford to Miss
Reduce Manual Triage Time
Eliminate manual ticket sorting. AI classifies every ticket automatically, freeing your team to focus on resolving customer issues instead of organizing queues.
Faster Ticket Routing
Route tickets instantly using AI-generated tags and fields in Zendesk triggers, ensuring each ticket reaches the right team or agent without delays.
Better Reporting & Analytics
Get clean, consistent classification data across all tickets, giving you accurate visibility into contact reasons, trends, and support performance.
Real Results from Real Teams
“Excellent app! Currently using it to auto-categorize our Support tickets, but the room for experimentation with the auto-categorization is fantastic. Will definitely be handy for automating workflows for different scenarios.“
Paul Kiersey
Global Support CX Architect
Phorest Salon Software
“I’m very satisfied with this App. We use it to extract important information from our tickets that help us to route them correctly. Very easy to install and awesome support! Very worth it!“
Elsa Aguilera
Director of Customer Experience
Hellotickets
"Fantastic and fantastically useful tool, simple to use and with some great features."
Paul Tingle
Global Support Manager
Engine Yard
Integrates seamlessly with
The Zendesk Ticket Classification app built to automatically classify tickets and eliminate manual triage.
Schedule a Demo!
Ready to improve your support workflows? Let us show you what Swifteq can do.
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