Route support tickets to the right team before your customer finishes typing
Sift analyses free-text support tickets in real time, extracts priority, category, and sentiment, and routes them to the correct team instantly.
The problem
Support teams waste hours manually reading, tagging, and routing tickets. Mis-routed tickets bounce between queues, inflating response times and frustrating customers who already feel ignored.
The solution
Sift reads each submission the moment it arrives, pulls out the issue category, urgency level, and customer sentiment, then assigns a priority score and routes it to the right queue. No rules engine to maintain, no manual triage.
See the extraction
What users type
What you get
Billing / Duplicate Charge
High
Frustrated / Angry
Escalate to Billing Team — refund review
Why teams switch to Sift
Instant triage
Every ticket is categorised and prioritised in under two seconds, eliminating the manual sorting bottleneck entirely.
Fewer mis-routes
AI classification sends tickets to the correct team first time, cutting internal bounces by up to 70%.
Faster first response
Agents spend time solving problems instead of reading and tagging, dropping average first-response time dramatically.
Sentiment-aware escalation
High-frustration tickets surface immediately so your team can intervene before a cancellation or public complaint.
The numbers
80%
Triage time reduction
Average time spent manually categorising and routing tickets drops from minutes to seconds.
3x faster
First-response time
Agents receive pre-classified tickets with context, enabling faster, more accurate replies.
Down 70%
Mis-route rate
AI routing eliminates most human classification errors that cause tickets to bounce between teams.
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Use Cases
Sift parses free-text bug reports to extract steps to reproduce, expected vs actual behaviour, environment details, and severity so dev teams can fix faster.
Customer FeedbackSift analyses free-text customer feedback to extract sentiment, feature requests, pain points, and praise so product teams can prioritise what actually matters.
Complaint HandlingSift analyses customer complaints to extract the core issue, severity, desired resolution, and emotional tone so your team can respond with precision and empathy.